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Remote Support Specialist

Req ID:  4804

Working Location: PENNSYLVANIA, CENTER VALLEY 

 

Are you looking for a company that cares about people’s lives and health, including yours? At Olympus, we help make people’s lives healthier, safer and more fulfilling, every day. 
 
Let’s inspire healthier lives, together.

Job Description

The Remote Support Specialist will oversee all remote access technologies for the Technical Assistance Center. Assist the business in maintaining remote access capabilities to our customers which involves technical support to our online support specialist, solving errors and retaining connectivity. The Remote Support Specialist will proactively strengthen Olympus’ security posture and enhance its remote support capabilities for its customers by utilizing preferred RSS connectivity. This role will be responsible for authorizing standards for connecting to an external network from a host inside the Olympus network in the Americas which will minimize potential exposure to risk of damages. This position will provide targeted training to Installation and TAC teams, and act as a technical advisor to various key stakeholders by identifying trends and analyzing remote access implementation metrics, and work with them to address process, relevant technical documentation, and training needs and methods. The Remote Support Specialist will monitor and perform annual remote connection checks to ensure customer specific remote access is maintained.

Job Duties

* Support cross-functional teams such as Olympus preferred remote support third- party supplier, Installation team, Program Managers, TAC Managers, Support Specialist Engineers, and Olympus customers.

 

* Manage remote access implementation projects as it pertains to policy, procedures, and processes for the following area which may be general to RSS or connection application specific depending on the area, such as Implementation, Security, connections/User audits

 

* Creates and manages the transition of existing Olympus customers into approved secure remote support platform and coordination of the configurations and status reporting to ensure milestones/timelines are met. Effectively communicates issues and/or deviations to various stakeholders.

 

* Identifies and implements any approved connection specific software needed to support RSS by the users. Facilitate IT adding software to users’ computers. Confirm all Olympus IT related network configurations are identified and implemented.

 

* Investigate and resolve escalated user inquiries concerning all remote connectivity, update incident tickets and enter information in department database to permit generation of accurate reports regarding frequency of incidents.

 

* Create and utilize information from closed remote cases to expand the Technical Assistance Center knowledgebase.

 

* Monitor customer’s medical IT system through remote support to provide proactive support for system alerts. Initiates and performs routine and periodic assessment checks to ensure remote connection access to our customer’s specific dedicated external network. · Maintain customer specific connections notes and comments · VPN specific information including ports, IP addresses · Active directory accounts · Equipment IP addresses including server, client, and nodes · Network environment specific values · Customer IT contact database.

 

* Manage user access and credentialing by implementing user access audit process, add and remove users as employees change, disable inactive users after a specified period on inactivity, and update user credentials with any new connection method.

 

* Initiates and performs routine and periodic assessment activities to ensure compliance with the Olympus Remote Access Connections policy and as associated with the Information Security. Provides technical expertise and review of authorized standards for connecting to an external network from a host inside the Olympus network in the Americas. These standards are designed to minimize the potential exposure to Olympus from damages, which may result from unauthorized use of Olympus resources connected to external networks.

 

* Provide new remote connection project management which includes, but not limited to connection method determination, customer IT requirements, any user credentials specific to that customers’ connection method, update all connection method and credentials in a management application, and update connections methods cross reference/lookup table.

 

* Investigate new remote solution validation and implementation such as, completing the IT security validation request, creating new application specific process and determining user credentials and training.

 

* Offers solutions concerning quality discrepancies and process improvements based on data collection, trend analysis and reporting activities.

 

* Supports Technical Assistance Engineering and other necessary stakeholders with training, documentation creation, review, and validation

Job Requirements

REQUIRED QUALIFICATIONS:

 

* Bachelor’s Degree in Computer Science or Information Technology related field is preferred or Minimum of an Associate’s Degree in Computer Science or Electronic Technology

 

* Minimum of 4 years’ experience in network and configurations.

 

* Strong project management skill is highly desired. Ability to manage customer relationships so that VPN installations can be completed in a timely fashion is required.

 

* Knowledge and experience with network analyzer tools such as Wireshark.

 

PREFERRED QUALIFICATIONS:

 

* Exposure and knowledge of Cisco Network with certification– CCNP, CCSP, CCIP (preferred).

 

* In depth knowledge of MS Microsoft System with certifications is preferred, relative MCP certification, A+, Security+, Network+.

 

* Experience with a remote technical support environment is highly desired.

 

* Experience with network analysis tools and TCP troubleshooting is highly desired.

 

* Experience in healthcare IT is preferred.

 

* Must be a self starter with the initiative to follow through on programs/projects and work with all levels of users as well as have the ability to coordinate efforts both inside and outside of the Department.

 

* Must possess excellent computer knowledge and the understanding of basic Networking fundamentals as well as troubleshooting, analytical, and problem-solving skills.

 

* Understanding of Digital/Analog video and audio systems. Proficiency in Microsoft Office Suite (Word/Excel/PowerPoint/MS Teams).

 

#LI-TB2

We realize work isn’t just a job to you.

It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.

 

Olympus requires all new hires to be “fully vaccinated” against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

 

Olympus is passionate about the solutions it creates for the medical, life sciences, and industrial equipment industries, as well as cameras and audio products. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world.

 

Olympus’ Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce overall costs, and enhance the quality of life for patients. Olympus’ Medical portfolio includes endoscopes, laparoscopes, and video imaging systems, as well as surgical energy devices, system integration solutions, medical services, and a wide range of endotherapy instruments for endoscopic and therapeutic applications. For more information, visit www.olympus-global.com.

 

Olympus…True To You. True To Society. True To LIFE.

 

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

 

Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || 


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