Connectivity Support Specialist, Europe

This role provides centralized connectivity support for our customers throughout Europe for cases incoming via our Technical Support intake process. The Connectivity Support Specialist for Nova instruments and connectivity software operates within a European Shared Services model. The role provides support solutions to issues related to our connectivity solutions, ADT and OPL feeds, HIS/LIS/Middleware issues, product updates and patching as well as server migrations and database migrations. The primary objective is to deliver standardized, high-quality connectivity support services across the full portfolio of Nova-supported connectivity solutions.

Responsibilities:

• Support all aspects of NovaNet and BioConnect installations on customer server environments.
• Conduct remote troubleshooting of Nova products, assist as required with training and patching currently installed products.
• Participate in and support group-based connectivity projects as assigned.
• Provide post-implementation customer support, including troubleshooting of hardware, software, firmware updates, and network-related issues.
• Deliver centralized first and second level connectivity support to European customers via remote, telephone, and on-site services.
• Maintain and prepare application, network, and VPN related documentation in accordance with internal standards.
• Ensure accurate and timely updates of CRM and tracking systems, including Pivotal and TMS.
• Contribute to the development and maintenance of connectivity-related documentation and knowledge base materials.
• Perform advanced product support such as Server Migrations, Database Migrations, and troubleshoot connections to third-party providers.
• Understand the needs of the customer and the team and support Sales and Implementation teams with their activities.
• Perform duties in alignment with defined objectives and target agreements.

Experience Requirements:

• Strong understanding of Point of Care (POC) testing environments and healthcare communication standards, including HL7 and ASTM.
• Solid working knowledge of web-based interfaces, relational databases, SQL commands, and Windows Server environments.
• Hands-on experience with wireless technologies, including IEEE 802.11 a/b/g/n/ac standards.
• Strong foundation in TCP/IP networking and wireless network architectures.
• Proven experience in remote troubleshooting of software and system issues using tools such as RDP, TeamViewer, AnyDesk, uVNC, or similar technologies.
• Strong customer-focused mindset, demonstrating a commitment to delivering high levels of service and customer satisfaction.
• Excellent analytical and troubleshooting capabilities, combined with strong customer-facing communication and presentation skills.
• Ability to perform effectively in high-pressure environments, manage multiple priorities simultaneously, and adapt to changing requirements.
• Proven ability to work both independently and collaboratively within cross-functional teams, demonstrating strong organizational skills, a positive attitude, and a self-motivated, coachable approach.
• Fluency in English with excellent written and verbal communication skills; proficiency in additional languages is considered an advantage. German, French, and Italian languages are highly valued.
• Strong collaboration skills with demonstrated experience in IT project coordination and delivery.

Education and Experience:

• Associate or bachelor’s degree (or local equivalent) in Computer Science, Information Technology, or a related field.
• Minimum of three (3) years of professional experience in connectivity or IT roles within a healthcare, hospital, or related clinical environment, and/or with an IT organization supporting medical diagnostics or comparable regulated industries.
• Experience in IT and network administration, as well as IT project coordination or project management, is highly desirable.

Physical Requirements and Working Conditions:

• Ability to travel approximately 10% within Europe, including domestic and international travel.
• Ability to lift, carry, and install equipment such as instruments, meters, docking stations, and related hardware (typically up to standard occupational limits).
• Ability to stand, walk, bend, and perform manual tasks for extended periods during on-site installations and training sessions.
• Ability to work for extended periods at a computer, including use of keyboards, monitors, and remote connectivity tools.
• Sufficient visual, auditory, and communication abilities to effectively interact with customers, IT staff, and internal stakeholders in person and remotely.