Technical Support Specialist 0-5 years' experience (Denver,COShelton,CT)

• Multiple locations
• Hybrid

Sectras Service Operations Center is the first line of defense for our customers and the proving ground for the next generation of technical talent at Sectra. Were looking for a Technical Support Specialist whos ready to jump in: someone with the confidence to own a problem from first contact to resolution and the curiosity to keep learning the tools and platforms behind it.

As a Technical Support Specialist youll provide first-line support take ownership of services rather than just tickets and coordinate with vendors when issues need to go beyond your desk. Youll join a team of experts on the tools and processes we use to support our customers every day a team that not only serves customers directly but also supports our broader portfolios by triaging incoming requests and building distributed ownership across our key operational platforms.

What youll do

• Gather relevant information clearly document reported issues and perform initial troubleshooting.
• Resolve common technical issues using established processes documentation and available tools.
• Triage incoming support cases by assessing their urgency impact and technical complexity then route them to the appropriate technical resource or team.
• Keep customers informed throughout the support process and ensure a smooth handoff when additional technical support is required.
• Maintain accurate case records troubleshooting notes and resolution details.
• Identify recurring issues and contribute to internal documentation and process improvements.
• Collaborate with engineers and other teams to support efficient case resolution and a positive customer experience.
• Build technical knowledge of Sectra solutions customer environments and support processes through ongoing training and hands-on experience.
• Own and support internal Customer Operations tools such as softphones including administration maintenance and ongoing user support
• Provide coverage across multiple Helpdesk support shifts based on business and scheduling needs.
• Occasional work outside of standard business hours may be required
• Travel as required up to 25%.