Technical Support Specialist

About the CompanyWe are seeking a skilled and empathetic Helpdesk Technician to join our telecommunications team. In this role, you will be the backbone of our support operations, ensuring that television and telephone systems in hospitals, senior living communities, and healthcare facilities run flawlessly. Because our clients operate in critical care environments, your technical expertise and communication skills will directly impact patient comfort and staff efficiency. You will handle everything from remote troubleshooting and provisioning to coordinating with on-site field engineers.
About the RoleIn this role, you will be the backbone of our support operations, ensuring that television and telephone systems in hospitals, senior living communities, and healthcare facilities run flawlessly.
ResponsibilitiesTechnical Support: Provide Tier 1 and Tier 2 remote technical assistance for healthcare-specific TV platforms (e.g., IPTV, patient engagement systems) and telecommunication systems (e.g., VoIP, analog patient phones).Issue Resolution: Diagnose and resolve hardware, software, network, and signal transmission issues.Provisioning & Configuration: Remotely configure, test, and deploy settings for TVs, media players, and phone lines prior to or during installation.Ticketing & Documentation: Log all service requests in our ticketing system, tracking issues from initial contact through to resolution, ensuring strict adherence to SLAs.Field Team Coordination: Dispatch and coordinate with on-site Field Technicians when physical intervention or hardware replacement is required.Compliance & Security: Maintain strict confidentiality and follow healthcare regulatory standards, including HIPAA, when dealing with equipment located in patient care areas.
Qualifications1–3 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.
Required SkillsFamiliarity with VoIP, SIP, and traditional telephony wiring.Understanding of RF signals, coaxial cable networks, and IPTV distribution systems.Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs).Outstanding communication skills with a patient, empathetic approach—especially when speaking with healthcare staff who may be working under high stress.Strong critical-thinking skills to troubleshoot complex connectivity issues remotely.
Preferred SkillsExperience in telecommunications, cable/satellite TV systems, or networking is highly preferred.