Technical Support Analyst

21276 Baltimore, Maryland Upperline Health

Posted 1 day ago

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Job Description

A Specialty Path to Good Health
Upperline Health is the nation's largest provider dedicated to lower extremity, wound and vascular care. Founded in 2017 with the ambitious goal of changing specialty care, Upperline Health delivers a more efficient path for patients to receive consistent and effective treatment for chronic illnesses.

Triage is temporary.
Treatment is transformative.

Upperline Health providers coordinate patients' care among a team of specialists - physicians, advanced practice providers, care navigators, pharmacists, dieticians, and social workers for integrated treatment that addresses patients' immediate and long-term health needs.

We put patients at the center of value-based care.

This position is expected to visit clinics as needed provide in-clinic IT support within the Baltimore area.

About the Technical Support Analyst
Upperline Health is looking for a Technology Support Analyst to provide effective, primary technical support for our customers, both internal and external. This individual provides the initial assessment, triage, research, and resolution of basic incidents and requests regarding application software products and/or infrastructure components. The Technology Support Analyst is responsible for collecting information through user conversations, accessing company support systems, and additional support staff if needed. This individual will support, enhance, educate, and develop technology solutions for the business.

What You'll Do:
  • Offer hardware & software support for team members remotely.
  • Assist with the planning and implementation of software solutions
  • Act as first line of support for technology inquiries submitted by team members
  • Troubleshoot, repair, prepare, and redeploy workstations to team members of all positions in the company (entry to executive level)
  • Provide clear concise communication to support team members through many communication channels
  • Uphold asset management standards
  • Participate in an On-Call rotation for after business hours support
  • Key technical contributor for project-based work as assigned
  • Perform technology testing of new solutions/products and enhancements to current solutions/products
  • Participate in creating and maintaining knowledge base documentation
  • Partner with vendors to provide solutions and support of the business
Required Skills and Competencies:
  • Understanding and/or experience with workflow automation solutions
  • Desktop/workstation experience in troubleshooting hardware
  • Demonstrating problem solving and critical thinking.
  • Proficient in managing Office 365 Admin Center, configuring and supporting Microsoft Teams for collaboration and communication, overseeing Outlook for enterprise email solutions, and maintaining SharePoint sites for document management and team productivity. Skilled in user provisioning, policy enforcement, troubleshooting, and driving adoption of Microsoft cloud services to enhance organizational efficiency and security.
  • Best in class customer service skills
  • Outstanding communication skills both written and verbal
  • Experience maintaining and developing strong relationships with external vendors & contractors
  • Self-starter and ability to work in a fast-paced environment on multiple tasks simultaneously

Benefits
Comprehensive benefit options include medical, dental and vision, 401K (matching), PTO and parental leave.

Compensation
Compensation is commensurate to compensation for similar positions in the region and based on prior training and experience.

Job Type: Full-time

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Technical Support Representative

21098 Hanover, Maryland Arena Technical Resources

Posted 5 days ago

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Technical Support Representative

Location: Hanover, MD, US

Job ID: ATR 17628

Job Description

Job Title: Technical Support Representative

Location: Hanover, MD

Eligibility: Must be authorized to work in the US

Job Description:

The Technical Support Representative will be a primary point of contact

for desktop and application support. They will provide technical

assistance to end-users and customers, manage support queues, and

collaborate with IT staff and vendors to resolve issues.

Essential Job Functions

· Monitor and respond to incoming requests via phone queues and the

ticketing system, ensuring timely and professional support.

· Provide first-level technical support to internal staff and external

customers, resolving issues when possible and escalating as needed.

· Gather and document detailed problem information, including

user-reported steps and troubleshooting performed.

· Troubleshoot basic hardware, software, and network issues before

escalating to higher tiers.

· Ensure all support requests are logged in the ticketing system for

tracking, reporting, and trend analysis.

· Follow established daily, weekly, and monthly operational checklists.

· Assist with deploying and configuring PCs and software.

· Configure and support VoIP telephones and software for deployment to

end users.

· Install and configure standard business applications and provide basic

printer/peripheral support.

· Perform user onboarding and offboarding, including account

creation/removal, access provisioning, and equipment handling.

· Maintain clear, detailed documentation for troubleshooting steps and

resolutions.

· Adhere to defined service level agreements (SLAs) and company

security/compliance policies.

· Participate in training, process improvement activities, and other

duties as assigned.

Experience and Educational Background

· 6–12 months of technical support or help desk experience in a business

environment (required).

· Strong interpersonal, customer service, and communication skills

(verbal and written).

· Solid analytical and problem-solving abilities, with the capacity to

manage multiple tickets simultaneously.

· Proficiency with Microsoft 365 Suite, Intune, and Windows operating

systems.

· Basic networking knowledge (e.g., IP configuration, connectivity

troubleshooting).

· Experience configuring and troubleshooting desktops, laptops,

printers, and other networked equipment.

· Ability to quickly learn new hardware, software, and processes.

· Any college coursework, degrees, or IT certifications (e.g., CompTIA

A+, Network+) are considered a plus.

· Familiarity with software deployment, endpoint management, and VoIP

systems is preferred.

· Awareness of IT security best practices.

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Technical Support Manager

21403 Annapolis, Maryland CompuCom

Posted 10 days ago

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Job Description

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Technical Support Manager to join our team.

The Technical Support Manager will manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.

  • Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks.

  • Ensure that appropriately skilled and trained resources are working by agreed internal and customer procedures and standards.

  • Train, coach and mentor Service Desk Analysts (Level 1 - 2), including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.

  • Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).

  • Ensure financial objectives are met. And service profits/losses meet expectations.

  • Manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction.

  • Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.

  • Led Tier 1 & Tier 2 service desk teams.

  • Proven people management and leadership skills and at least 12 months of relevant experience.

  • Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.

  • P&L experience is a plus.

  • Able to pre-empt problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner.

  • Experience in dealing with client contacts at a senior level.

  • Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.

  • Service delivery background in Infrastructure Management preferred.

  • Work on site at the CompuCom Service Desk location daily.

  • Able to travel if required for meetings.

  • Demonstrate strong leadership skills.

  • Hands-on operational approach: generate confidence with own team by providing direction, ideas, and leadership.

  • Highly developed negotiating, presentation, and communication skills.

  • Resilient, focused, and performance-driven in a dynamic and fast-moving environment.

  • Quality oriented in all aspects of delivery.

  • Customer service focus.

Wage Range :

The annual starting salary for this position is between $41,250 - $60,500 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits :

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Expiration Date : 8/24/2025

Equal Employment Opportunity : Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.

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Technical Support Specialist

21276 Baltimore, Maryland Alertus Technologies

Posted 24 days ago

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Job Description

Company Description

At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.

Our employees are integral to the company's success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.

Job Description

We are looking for a motivated and customer-oriented Technical Support Specialist to join our Technical Support team. In this role, you will report to the Technical Support Manager, and will be responsible for keeping our customers' installed Alertus systems at full-readiness by combining technical knowledge with exceptional customer service.

This is an excellent opportunity for individuals who are looking to launch their career in IT and have a passion for technology, problem-solving, and helping others.

This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST.

A Day in the Life:
    • Troubleshoot both Alertus hardware and software solutions with the customer to resolve technical roadblocks
    • Provide exceptional customer service via phone, email, and screen share tools
    • Collaborate with Technical Support Leadership team to identify, diagnose, and resolve any software or hardware faults, escalating to Product Development when needed
    • Prioritize support requests in our Salesforce ticketing system based on set levels of immediacy
    • Provide guidance to customers on installing Alertus solutions
    • Collect and analyze detailed information to categorize and document requests
    • Proactively analyze recurring issues and create innovative solutions
    • Create Knowledge Base articles based on case information to provide ours customer and internal staff with recommended steps to decrease the time to resolution
    • Research open issues thoroughly and quickly address those issues toward an accurate resolution
Required Skills:
    • Strong problem-solving and analytical skills
    • Excellent communication & interpersonal skills
    • Familiarity with hardware, software, & network technologies
    • Ability to work independently & as part of a team
    • Ability to communicate technical topics to both technical & non-technical audiences via phone, email, etc.
    • Strong customer service mindset
    • Basic understanding of core networking concepts such as DNS, DHCP, HTTP(S), and TLS
    • Ability to multitask & prioritize workload in a fast-paced, ever changing environment
    • Basic knowledge of IT security principles and policies that impact network environments
    • Experience in troubleshooting Windows systems
Desired Skills:
    • Understanding of Windows, Linux and MacOS Administration
    • Ability to develop expertise in application support involving REST and API integrations
    • Familiarity with Windows Workstation Deployment and Administration
    • Experience with supporting web applications
Education and Experience:
    • Bachelor's Degree in Information Technology, Computer Science, or related field
    • 0-2 years experience in a Technical Support positon
    • Net+, Security+, or similar certification is a plus
Alertus Career Advantages:
    • Paid Time Off
    • Paid Holidays
    • 401(k) Retirement Plan
    • Medical, Dental, and Vision Plans
    • Short-term Disability, Accident, Hospital, and Cancer Insurance
    • Live Near Your Work Homebuying Incentive Program
    • Employee Referral Bonuses
    • Flex Scheduling


$21.74 - $26.27 an hour

The referenced base salary range represents the low and high end of Alertus' salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will depend on several factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications.

Additional Information:

All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.

Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.

Alertus Technologies is an Equal Opportunity/Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

All your information will be kept confidential according to EEO guidelines.

AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP
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Technical Support Manager

21401 Annapolis, Maryland CompuCom

Posted 11 days ago

Job Viewed

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Job Description

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It! We're looking for a Technical Support Manager to join our team.
The Technical Support Manager will manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
+ Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks.
+ Ensure that appropriately skilled and trained resources are working by agreed internal and customer procedures and standards.
+ Train, coach and mentor Service Desk Analysts (Level 1 - 2), including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.
+ Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan).
+ Ensure financial objectives are met. And service profits/losses meet expectations.
+ Manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction.
+ Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.
+ Led Tier 1 & Tier 2 service desk teams.
+ Proven people management and leadership skills and at least 12 months of relevant experience.
+ Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.
+ P&L experience is a plus.
+ Able to pre-empt problems before they arise, plan effectively for future activities, and manage unplanned events in a controlled manner.
+ Experience in dealing with client contacts at a senior level.
+ Strong client-facing skills, with the ability to quickly establish rapport with client contacts at all levels.
+ Service delivery background in Infrastructure Management preferred.
+ Work on site at the CompuCom Service Desk location daily.
+ Able to travel if required for meetings.
+ Demonstrate strong leadership skills.
+ Hands-on operational approach: generate confidence with own team by providing direction, ideas, and leadership.
+ Highly developed negotiating, presentation, and communication skills.
+ Resilient, focused, and performance-driven in a dynamic and fast-moving environment.
+ Quality oriented in all aspects of delivery.
+ Customer service focus.
**Wage Range** **:**
The annual starting salary for this position is between **$41,250 - $60,500** annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
**Benefits** :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
**Expiration Date** **: 8/24/2025**
**Equal Employment Opportunity** **:** Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.
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Technical Support Specialist

21201 Baltimore, Maryland $50000 Annually WhatJobs

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Job Description

full-time
Our client, a rapidly expanding technology firm, is seeking a highly motivated and customer-focused Technical Support Specialist to join their fully remote team. This position is ideal for individuals who thrive in a dynamic, home-based work environment and are passionate about assisting users with technical challenges.

As a Technical Support Specialist, you will be the primary point of contact for customers experiencing issues with our client's software products and services. Your mission is to provide timely, accurate, and friendly technical assistance, ensuring a positive user experience and high customer satisfaction. Key responsibilities include:
  • Providing first-level technical support to users via phone, email, and chat, resolving a wide range of hardware and software issues.
  • Troubleshooting and diagnosing technical problems, including software installations, network connectivity, and system errors.
  • Guiding users through step-by-step solutions and educating them on product features.
  • Documenting all support interactions, including problems identified and solutions provided, in the customer support database.
  • Escalating complex or unresolved issues to appropriate senior technical staff or development teams.
  • Creating and maintaining knowledge base articles and FAQs to empower users to self-solve common issues.
  • Identifying trends in customer issues and providing feedback to product and development teams for potential improvements.
  • Managing and prioritizing support tickets to ensure timely resolution.
  • Participating in ongoing training to stay current with product updates and new technologies.
The ideal candidate will possess an Associate's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. At least 2-3 years of experience in a technical support or customer service role is required. Strong knowledge of Windows and macOS operating systems, common software applications, and basic networking concepts is essential. Excellent communication, active listening, and problem-solving skills are paramount. The ability to explain technical concepts clearly to non-technical users is crucial. Prior experience with CRM or helpdesk ticketing systems is a plus. If you are a patient and empathetic problem-solver who enjoys helping others, this is an excellent opportunity to grow your career in a remote setting.
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Technical Support Analyst

21201 Baltimore, Maryland $55000 Annually WhatJobs

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Job Description

full-time
Our client is seeking a proficient and empathetic Technical Support Analyst to join their fully remote customer service and helpdesk team. This role is dedicated to providing outstanding technical assistance and resolving customer issues promptly and efficiently. As a remote analyst, you will connect with customers via phone, email, and chat, leveraging your technical expertise and problem-solving skills to ensure customer satisfaction from your home office. The ideal candidate possesses strong technical acumen, excellent communication skills, and a genuine commitment to customer service. Responsibilities include diagnosing and resolving software and hardware issues for customers, responding to customer inquiries and support requests in a timely manner, documenting all support interactions and resolutions accurately within the helpdesk system, providing clear and concise technical guidance to users, escalating complex technical problems to senior support staff or relevant departments, identifying trends in customer issues and reporting them to management for potential product improvements, and contributing to the knowledge base with solutions and troubleshooting guides. You will also be responsible for guiding users through installation, setup, and operation of software/hardware, and ensuring adherence to support protocols and service level agreements. Essential qualifications include a Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. A minimum of 2 years of experience in technical support or a helpdesk environment is required. Proficiency in troubleshooting common software and hardware problems, and familiarity with operating systems (Windows, macOS) and standard office applications, are essential. Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable. Strong analytical and problem-solving skills, coupled with patience and a customer-first attitude, are critical. Excellent verbal and written communication skills are necessary for effective remote customer interaction. You must be self-motivated, organized, and able to work independently with minimal supervision. Our client offers a supportive remote work environment, comprehensive training on their products and systems, and opportunities for career advancement within the customer support field. Join their team and be the go-to technical expert for their valued customers, all from the comfort of your home.
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Technical Support Specialist

21201 Baltimore, Maryland $55000 Annually WhatJobs

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full-time
Our client is looking for a highly skilled and customer-focused Technical Support Specialist to join their expanding support team, remotely serving clients from the **Baltimore, Maryland, US** area. In this vital role, you will be the primary point of contact for customers experiencing technical difficulties with our innovative software solutions. Your mission is to provide prompt, efficient, and effective troubleshooting and resolution for a wide range of technical issues. Responsibilities include diagnosing hardware and software problems, guiding users through step-by-step solutions, installing and configuring software, managing user accounts and permissions, and documenting all interactions and resolutions in our CRM system. You will also be tasked with identifying recurring issues and escalating complex problems to higher-level support or development teams. The ideal candidate possesses a deep understanding of computer systems, operating systems (Windows, macOS, Linux), networking concepts, and common software applications. Proven experience in a technical support role, preferably in a remote setting, is required. Excellent communication skills, both verbal and written, are paramount, as you will be interacting with customers of varying technical expertise. A patient, empathetic, and problem-solving attitude is essential. Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a strong advantage. This position offers the flexibility of remote work combined with the opportunity to contribute to a leading technology company, providing essential support that ensures customer satisfaction and system stability.
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Staff Technical Support Engineer

21276 Baltimore, Maryland MedStar Health

Posted 1 day ago

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Job Description

As a Technical Support Engineer at Nokia, you will be an integral part of our Customer Experience team, dedicated to enhancing client satisfaction through expert problem-solving. In this hands-on role, you will troubleshoot complex issues related to Nokia products, collaborating closely with cross-functional teams to deliver timely solutions. You'll engage proactively with customers, ensuring their needs are met while providing guidance to elevate the skills of our Tier 1 and Tier 2 support teams. Our dynamic work environment promotes knowledge sharing and continuous improvement, allowing you to grow professionally while maintaining a strong focus on customer success. Your contributions will directly impact our reputation for technical excellence and customer satisfaction, making this an exciting opportunity to make a difference in the telecommunications industry.

Troubleshoot and resolve complex technical issues related to Nokia products, ensuring timely solutions for customers.

  • Engage proactively with customers to understand their technical needs and provide tailored support.
  • Collaborate with cross-functional teams to address escalated customer issues and deliver comprehensive solutions.
  • Train and mentor Tier 1 and Tier 2 support teams, enhancing their technical expertise and customer service skills.
  • Contribute to the creation and maintenance of internal knowledge bases and best practices for efficient issue resolution.
  • Document customer interactions and troubleshoot outcomes precisely in the company's ticketing system.
  • Participate in a 24x7 on-call rotation to provide ongoing technical support as needed.
  • Lead initiatives to improve customer satisfaction and reinforce the company's reputation for technical excellence.

You have:

  • B.Sc. or M.Sc. in Telecommunications, Computer Science, Electrical Engineering, Cybersecurity, or related field
  • Excellent communication skills, both oral and written
  • Strong analytical and troubleshooting skills for complex network scenarios
  • Experience in customer-facing roles with relationship management

It would be nice if you also had:

  • Familiarity with optical transport network protocols and DWDM technology
  • Experience with Infinera products, such as DTN-X/XT, XTM, FlexILS, or GX
  • Knowledge of Linux OS, command line interfaces, and scripting languages
  • Familiarity with network management tools like SNMP and NMS/EMS

Come create the technology that helps the world act together
Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people's lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world.
We challenge ourselves to create an inclusive way of working where we are open to new ideas, empowered to take risks and fearless to bring our authentic selves to work

What we offer
Nokia offers continuous learning opportunities, well-being programs to support you mentally and physically, opportunities to join and get supported by employee resource groups, mentoring programs and highly diverse teams with an inclusive culture where people thrive and are empowered.

Nokia is committed to inclusion and is an equal opportunity employer
Nokia has received the following recognitions for its commitment to inclusion & equality:

  • One of the World's Most Ethical Companies by Ethisphere
  • Gender-Equality Index by Bloomberg
  • Workplace Pride Global Benchmark


At Nokia, we act inclusively and respect the uniqueness of people. Nokia's employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law.
We are committed to a culture of inclusion built upon our core value of respect.

Join us and be part of a company where you will feel included and empowered to succeed.

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Senior Manager, Technical Support

21276 Baltimore, Maryland Philips

Posted 1 day ago

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Senior Manager, Technical Support

As a Senior Technical Support Manager at Philips, you will enhance Philips support to be the industry leader in medical device services, driving customer loyalty and repeat business, while leading a team of advanced engineers to provide exceptional solution management to our healthcare partners.

Your role:

  • Manage a 20+ team of engineers to deliver effective solutions focusing on patient safety, quality, accuracy, and communication.

  • Achieve operational targets such as Applied Time/Utilization, Service Level, Remote Resolution, Net Promoter Score, Aged Work Orders, and Employee Engagement.

  • Oversee staffing, training, onboarding, and ongoing development of staff.

  • Handle workforce management, payroll, expenses, employee time off, and operational KPIs.

  • Implement people performance management, salary planning, annual budget planning, and maintain readiness for 24x7 customer escalations through lean principles and continuous improvement.

You're the right fit if:

  • You’ve acquired 3+ years of people management experience in healthcare, IT, or electronics industries. Experience in healthcare service/support critical - medical device industry experience is highly preferred.

  • You have a bachelor’s degree (or equivalent combination of education and experience) in business operations, IT leadership, healthcare administration, or other related disciplines

  • Your skills include leading a high-performing remote team of over 20 direct and indirect reports, supervising people leaders, leveraging call center experience, and demonstrating business acumen in interviewing, performance management, cross-team collaboration, and daily management.

  • You’re an effective communicator, with the ability to influence and negotiate with internal and external resources and customers, to meet objectives and deliver high levels of customer service.

  • You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. Additionally, you must be able to travel up to 20% where the projects require.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a field role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

  • Learn more about our business.

  • Discover our rich and exciting history.

  • Learn more about our purpose.

  • Learn more about our culture.

Philips Transparency Details

The pay ranges for this position are:

  • $106,875 to $71,000 (AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, NE, NM, OK, SC, SD, TN, UT, or WV)

  • 112,500 to 180,000 (AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, or WY)

  • 118,125 to 189,000 (AK, DE, MD, NY, RI, or WA)

  • 126,000 to 201,600 (CA, CT, DC, MA, or NJ)

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact , option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

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