BD is looking for a Technical Support Centre Specialist to join our Connected Med Management team. In this role, you will resolve complex, time-sensitive, and high-risk technical issues, including customer escalations and site outages, through expert remote troubleshooting. You will be trained to support two core product combinations and will gain deep understanding of both Legacy and NextGen systems from server to station.

What You'll Do

Resolve complex, time-sensitive, and high-risk issues including customer escalations and sites down.
Perform remote troubleshooting and dispatch cases to field service technicians.
Support two core products, such as ES and PLX or ES and CIISafe.
Understand Legacy and NextGen systems from server to station and integrated connections to other BD products.
Foster open dialogue, coach other agents, and provide mentorship to encourage quality customer interactions.
Document case notes with clear, succinct information and use plain talk to explain complex concepts.
Set clear objectives, measures, expectations, and timelines.
Support the resolution of trending issues.
Maintain high data quality and integrity in CRM and create/update Knowledge Articles.
Provide progress updates to customers, seek feedback, and model high-quality personal case management.
Guide Root Cause Investigation (RCA) activities, ensure good decisions are made, and peer mentor cross-regionally.
Assess priority levels accurately, adhere to work schedules, and complete required training.

What We're Looking For

A Bachelor's degree in Computer Science, Information Technology, or Information Systems OR 4+ years of equivalent experience.
3+ years of Microsoft SQL experience.
Ability to communicate technical solutions/recommendations to a non-technical audience.
Hands-on experience with Windows Server (2008+) and Desktop Administration (Win7+).
Knowledge of networking topology, terminology, and commands.
Experience with IIS and Web Application Administration.
Familiarity with Group Policies Terminology and Administration.
Experience with Active Directory Administration.
Knowledge of VMWare Terminology and Administration.
Experience installing peripherals (scanners, printers) and troubleshooting applications.

Nice to Have

CompTIA A+ or N+ certification.

Technical Stack

Microsoft SQL
Windows Server
Windows Desktop
IIS
Networking
Group Policies
Active Directory
VMWare

Team & Environment

You will be part of the BD MMS Service and Support organization, a team that strives to be the leader in support by building trusted partnerships. Our culture fosters open communication, drives cross-functional collaboration, and empowers specialists to take calculated risks to continuously improve our processes and service.