Technical Support Specialist

About the role

We are looking for a skilled Technical Support Specialist to provide Tier 1 and Tier 2 remote assistance for television and telephone systems used in hospitals, senior living communities, and other healthcare facilities. The role ensures that critical communication and entertainment services operate flawlessly, directly supporting patient comfort and staff efficiency.

Key responsibilities

• Deliver remote technical support for healthcare‑specific TV platforms (IPTV, patient engagement) and telecommunication systems (VoIP, analog patient phones).
• Diagnose and resolve hardware, software, network, and signal transmission issues.
• Configure, test, and deploy settings for TVs, media players, and phone lines before or during installations.
• Log all service requests in the ticketing system, tracking each case from initial contact to resolution while meeting SLA requirements.
• Dispatch and coordinate with on‑site Field Technicians when physical intervention or hardware replacement is needed.
• Maintain confidentiality and comply with healthcare regulations such as HIPAA.

Required profile

• 1–3 years of experience in a helpdesk, technical support, or IT service desk role.
• Experience in telecommunications, cable/satellite TV systems, or networking is highly preferred.
• Excellent communication skills and an empathetic approach when dealing with healthcare staff under stress.

Required skills

• VoIP and SIP protocols.
• Traditional telephony wiring.
• RF signal fundamentals and coaxial cable networks.
• IPTV distribution systems.
• Basic networking concepts: TCP/IP, DNS, DHCP, VLANs.