CyberCoders Help Desk Support Specialist in Westborough, Massachusetts

Help Desk Support Specialist Help Desk Support Specialist - Skills Required - Level 1 and Level 2 Support, Microsoft Windows Operating Systems XP and above, Microsoft IIS 6 and above, Microsoft Virtual Machine/Server or Hyper-V/VMWare, Relational Databases

We are looking for a Help Desk Support Specialist to provide day-to-day 1st and 2nd line technical phone and email support to our global client base.


There is a 24x7 after hours support call rotation requirement (for rarely occurring critical production issues only) with a coverage period of 1 out of every 6-8 weeks.

You must be able to work alternate shifts to accommodate clients in different time zones, including 12pm-8pm.

The role will include travel, in US and Continental Europe, as well as to our head office and customer locations in the UK.

What You Will Be Doing

  1. Provide 1st and 2nd line customer support as required; support activities include logging calls within the incident management system, assistance over the phone and/or via remote system access, performing problem investigation / verification, providing work-around, providing customer feedback and updates, closing calls.

  2. Ensure all calls are handled following support workflow and within SLA,

  3. Work efficiently with minimum distraction and maintain reasonable backlog

  4. Communicate clearly and precisely with customers to determine expectations for resolutions and provides workarounds to product defects

  5. Handle customer escalations, including those with high visibility

  6. Participate in forums, respond to technical questions, share product knowledge with peers as much as possible

  7. Create knowledge-base articles, test documentation, user guides, technical application notes, FAQs and similar customer-facing materials

  8. Build, configure and manage Customer-specific test environments using Virtualized Microsoft Windows servers and clients, SQL server and Oracle DBs, and IIS Web servers

  9. Keep abreast of appropriate Life Sciences regulatory labeling requirements

  10. Conform with Corporate Quality, Support and Services procedures

  11. Perform informal and formal execution of test scripts and completion of corresponding Validation documentation as required by Regulatory and Quality guidelines

What You Need for this Position

Bachelors degree in Computer Science, CIS, MIS, Computing Systems, or related technical field and / or a background or experience in a Software technical support role

1) Support skills:

  • A logical approach to problem solving and trouble shooting

  • Able to multi-task in a fast-paced environment with minimal supervision

  • Willingness to go the extra mile to ensure customer success and satisfaction

  • Attention to details & actively listening

  • Able to balance the demands of multiple clients simultaneously

  • Easily approachable, reacts calmly under stressful situations

  • Receive constructive criticism well

  • Maintains confidentiality

  • Able to work under pressure

  • Ability to document support cases clearly, concisely and timely

  • Desire and Ability to quickly learn new concepts and technology

  • Knowledge of software support procedures and practices preferred but not required

  • Knowledge and experience on KCS knowledge management practice desired but not required

  • Able to work alternate shifts to accommodate clients in different time zones, including 12p-8pm and 24x7 rotation during part of year.

  • Able to travel to client sites both in the US and Europe

2) Technical skills:

  • Fluent with Microsoft Windows Operating Systems both client and server

  • Experience with Microsoft IIS 6 and above

  • Knowledge and experience with relational databases, SQL Server 2000 and above and/or Oracle 10g and above

  • Experience with Microsoft Virtual Machine/Server, Hyper-V or VMWare

  • Basic understanding of computer networks and how to trouble shoot networking related issues

  • Knowledge about Web based software applications and how to trouble shoot

  • Proven experience in either document management, printing and or labeling solutions across the enterprise

  • Knowledge and experience in web services

  • Knowledge and experience in trouble shooting and supporting of windows based applications

  • Knowledge and experience with N-tier applications

  • Knowledge and experience with ODBC preferred

  • Comfortable and experienced with complex database driven client-server and web based applications

3) Communication and personal skills:

  • Able to write clearly and concisely with a good attention to detail and quality (fit for purpose)

  • Excellent verbal and written communication skills including active listening and questioning skills

  • Communicate effectively with manager and colleagues

  • Communicate in a professional manner when working with clients

  • Able to build internal and external relationships

  • Effective team player in both co-located and geographically distributed environments

What's In It for You

Opportunity for career advancement includes transitioning to a Hypercare Customer Success Specialist with focused, proactive assistance as a product, solution and domain expert, up to and including being part of the implementation team and/or post-implementation Customer team supporting and/or using the application. Longer term career options beyond Sr. Support roles include Implementation Consultant, Pre-Sales Engineer, and Technical Account Manager.

So, if you are a Help Desk Support Specialist with experience, please apply today!

Applicants must be authorized to work in the U.S.

CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Help Desk Support Specialist MA-Westborough BF2-1467889