This role supports the integration of ASP’s advanced sterilization and disinfection systems with healthcare servers and tracking systems through smart information-sharing technology. This individual will possess a deep understanding of IT principles, remote support capabilities, Linux systems, networking, VPNs, firewall configurations, and security protocols. Responsibilities include troubleshooting complex issues, managing incident tickets, conducting root cause analyses, and providing desktop support to maintain seamless IT operations. This role will have some level of responsibilities to providing guidance to the support team, maintaining their support schedules, and monitoring service levels.
- Linux Operating Systems and Desktop Support: Offer expert-level remote support for Linux operating systems and desktops. Diagnose and resolve issues related to software, hardware, and configurations using remote tools and technologies.
- VPN Issues and Support: Manage and support VPN access for remote users, troubleshoot connectivity issues, and ensure secure and stable VPN operations.
- Firewall Understanding and Configuration: Understand and configure firewalls to ensure network security. Manage firewall settings to optimize performance and security.
- Root Cause Analysis: Perform detailed root cause analysis for recurring or significant incidents. Implement preventive measures to reduce future occurrences.
- User and Password Management: Manage user accounts and password policies. Assist users with password resets and account access issues.
- Basic Network Troubleshooting: Diagnose and resolve basic network issues related to TCP/IP, DNS, DHCP, and other networking protocols. Ensure reliable network connectivity for all users.
- Software Upgrade: Manage and support all software patches release and update.
- IT Security: Understanding of latest cyber security policies.
- Incident Ticket Management: Efficiently manage and prioritize incident tickets. Ensure timely resolution of issues and communicate effectively with stakeholders throughout the process.
- Service Case Management: Effectively and efficiently document processes, manage all assigned service delivery system (OneAPS) cases and ensure timely closure of assigned cases.
- Customer Service Excellence: Deliver outstanding customer service, maintain professionalism, and ensure customer satisfaction in every interaction.
- Effective Remote Communication: Maintain clear and effective communication with users and team members, providing remote support and guidance to resolve issues swiftly and satisfactorily.
- User Training and Documentation: Develop and provide training materials for end-users on the proper use of ASP ACCESS™ Technology. Create and maintain comprehensive documentation on system configurations and troubleshooting procedures.
- Support Team Management: Work and review with team on monthly support schedule, service delivery system (OneAPS) case assignment/queue, open and closed service delivery system (OneAPS) cases, product updates and enhancements and issue escalation.
Qualifications
Bachelor’s Degree
- Minimum of 7+ years’ experience in similar role supporting IT systems
- Medical Device industry or medical field is a plus
- Proven experience in IT support, with a strong focus on Linux, networking, and security.
- In-depth knowledge of Linux operating systems, desktop environments, and troubleshooting techniques.
- Experience with VPN setup, troubleshooting, and management.
- Understanding of firewalls, including configuration and management.
- Familiarity with incident ticket management systems and processes.
- Familiarity with SalesForce (SFDC) service delivery system.
- Ability to conduct thorough root cause analysis and implement effective solutions.
- Strong analytical and problem-solving skills, with a keen attention to detail.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Relevant certifications (e.g., CompTIA A+, Network+, Linux+, Security+) are preferred.
- A degree in Information Technology, Computer Science, or a related field is advantageous.
- Ability to work effectively in a fast-paced and dynamic environment.
- Some level of people management experience.
- Ability to determine support needs and train end-users.
- Experience in documenting processes and monitoring performance metrics.
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
