Shift Time: 9am-5pm.
Description:
- We are looking for a technically strong and hands-on Technical Support Specialist to join our support team. This role will be responsible for providing first-level technical troubleshooting and support for client systems, software applications, computer hardware, and connected imaging devices.
- The ideal candidate should be comfortable working directly with clients, remotely connecting to Windows-based systems, diagnosing software and connectivity issues, collecting application and Windows logs, and performing hands-on hardware troubleshooting when required.
- The individual should be able to independently investigate an issue, determine whether it is primarily software, hardware, network, or configuration-related, gather the necessary technical information, and either resolve the issue or provide the Software Team with a complete and well-documented escalation.
Key Responsibilities
Remote Technical Support
- Contact clients to understand and troubleshoot reported technical issues.
- Establish remote connections using TeamViewer, AnyDesk, Remote Desktop, or similar tools.
- Guide clients through the process of providing remote access when required.
- Navigate Windows systems independently and perform initial troubleshooting.
- Reproduce reported issues where possible and document the steps leading to the problem.
- Perform initial troubleshooting before escalating issues to the Software Team.
- Maintain clear and professional communication with clients.
Application & Log Collection
- Locate and collect application logs from designated application folders, including Cellview camera/application folders.
- Access and collect relevant information from Windows Event Viewer.
- Collect system information, error messages, screenshots, configuration details, and other diagnostic information.
- Identify which logs and technical information are relevant to a particular issue.
- Provide complete diagnostic information to the Software Team when escalation is required.
- Clearly document troubleshooting steps and findings.
Windows & Computer Troubleshooting
- Diagnose common Windows operating system issues.
- Troubleshoot application installation, configuration, startup, permissions, driver, and compatibility issues.
- Troubleshoot Windows services, processes, device drivers, and system configuration.
- Identify common causes of application crashes, freezes, errors, and connectivity problems.
- Perform Windows updates and basic system maintenance.
- Troubleshoot USB devices, peripherals, monitors, network adapters, and other computer hardware.
Network & Connectivity Troubleshooting
- Diagnose basic network and connectivity problems remotely.
- Troubleshoot Ethernet/Wi-Fi connectivity and communication between computers and connected devices.
- Check IP configuration, network adapters, connectivity, and basic network settings.
- Use tools such as ipconfig , ping , tracert , and nslookup .
- Determine whether an issue is related to the application, computer, network, or connected hardware.
- Work with clients to verify network connections between imaging devices, workstations, and related systems.
Windows Installation & System Recovery
- Wipe, format, and reinstall Windows on supported laptop and computer systems.
- Prepare older Windows-based devices for deployment or reuse.
- Install required Windows drivers, applications, and system updates.
- Configure computers according to company deployment procedures.
- Perform basic system recovery and troubleshooting when a Windows installation becomes corrupted or unstable.
- Verify that required applications and connected hardware are functioning correctly after reinstallation.
Hardware & Device Support
- Perform basic hands-on hardware troubleshooting and replacement.
- Diagnose whether a reported problem is hardware- or software-related.
- Inspect and troubleshoot cables, USB connections, power connections, adapters, and peripheral devices.
- Replace or adjust components on supported imaging/camera devices where required.
- Perform tasks such as camera lens replacement, cable replacement/reconnection, device inspection, and basic mechanical troubleshooting.
- Understand the relationship between the physical device, computer, drivers, application, and network.
- Escalate hardware problems that require specialized repair or engineering support.
Client Issue Assessment & Escalation
- Act as the initial technical point of contact for client-reported issues.
- Ask appropriate questions to understand the problem before escalating it.
- Determine whether an issue is related to the application/software, Windows, network/connectivity, drivers/configuration, computer hardware, camera/imaging hardware, or cabling/peripherals.
- Resolve issues independently whenever possible.
- Escalate complex software or engineering issues to the Software Team with all relevant logs, screenshots, diagnostic information, and troubleshooting steps already completed.
Required Qualifications & Technical Skills
- 2+ years of experience in technical support, desktop support, field service, IT support, or a similar technical role.
- Strong working knowledge of Microsoft Windows operating systems.
- Comfortable navigating Windows File Explorer, Device Manager, Services, Task Manager, Event Viewer, Control Panel, and Windows Settings.
- Experience using TeamViewer, AnyDesk, Remote Desktop, or similar remote-support platforms.
- Ability to independently troubleshoot software and computer-related issues.
- Ability to locate application folders and collect log files.
- Experience working with Windows Event Viewer and system logs.
- Basic understanding of TCP/IP networking and Windows network troubleshooting.
- Comfortable using tools such as ipconfig , ping , tracert , and nslookup .
- Experience installing/reinstalling Windows and configuring Windows-based computers.
- Ability to install drivers and troubleshoot hardware/software compatibility issues.
- Basic hands-on hardware troubleshooting experience.
- Comfortable working with cables, connectors, USB devices, computer peripherals, and electronic equipment.
- Strong ability to distinguish between software, hardware, network, and configuration issues.
- Strong documentation and communication skills.
- Ability to work independently and methodically troubleshoot unfamiliar problems.
Preferred Qualifications
- Experience supporting medical imaging, ophthalmology, camera, diagnostic, laboratory, or other specialized equipment.
- Experience troubleshooting camera or imaging devices.
- Experience replacing or servicing basic hardware components.
- Experience with Windows deployment, imaging, or system recovery.
- Familiarity with device drivers, USB communication, Ethernet-connected devices, and peripheral hardware.
- Basic understanding of application logs and crash/error diagnostics.
- Experience working with Azure-connected or cloud-based applications.
- Experience supporting clients remotely across multiple locations.
Required Soft Skills
The successful candidate should:
- Be a hands-on problem solver rather than relying exclusively on scripted troubleshooting procedures.
- Be comfortable investigating unfamiliar technical problems.
- Be able to ask the right questions and understand what the client is actually experiencing.
- Be patient and professional when guiding non-technical clients through troubleshooting steps.
- Be able to independently navigate a Windows computer and locate relevant technical information.
- Have strong attention to detail when collecting logs and documenting issues.
- Be comfortable working independently without requiring constant technical direction.
- Know when an issue can be resolved independently and when it should be escalated.
- Be willing to work on both software and physical hardware.
- Be comfortable learning specialized equipment and company-specific applications.
Expected Troubleshooting Process
The individual should be able to independently work through the following process when receiving a client-reported issue:
Client reports issue → Contact client → Establish remote connection → Understand/reproduce issue → Check application/Windows/network → Collect logs → Perform initial troubleshooting → Determine software vs. hardware vs. network issue → Resolve or escalate with complete technical information.
For hardware-related issues:
Inspect device → Check cables/connections → Test hardware → Identify likely hardware failure → Perform basic repair/replacement where appropriate → Verify device operation → Document results.
