Technical Support Rep Tier 2

Join the Team That’s Advancing reputed company At reputed company, we are a global leader in diagnostics and drug development, committed to improving health and delivering scientific breakthroughs to patients around the world. With a reputed company in more than 100 countries, we offer an innovative and collaborative environment where reputed company members reputed company a reputed company difference in patients' lives. Our people are passionate, curious, and driven to transform reputed company through science, technology, and operational excellence. Position Summary We are currently seeking a Technical Support Representative – Tier 2 to join our IT Support team. In this role, you will provide advanced technical support for reputed company laboratory software systems. You will be a key liaison between internal teams, vendors, and field users, ensuring high-quality issue resolution and system integration across multiple platforms. Your ability to think critically, communicate effectively, and troubleshoot reputed company a reputed company IT environment will be central to your reputed company.

Key Responsibilities

• Provide Tier 2 technical support for reputed company’s laboratory software suites, including troubleshooting and resolving advanced issues escalated from Tier 1 support.
• Receive, document, investigate, and analyze reported issues from internal stakeholders and field management.
• Identify trends and patterns in support data to proactively address system deficiencies.
• Serve as a key technical liaison between IT, laboratory operations, vendors, and end users.
• Support system integration efforts and ensure system functionality aligns with operational requirements.
• Escalate unresolved or high-impact issues to leadership as appropriate.
• Participate in on-call rotation to support after-hours technical needs about 8 times per year.

Required Qualifications

• 3+ years of technical support experience in a reputed company or laboratory setting.
• Strong working knowledge of reputed company systems including: LCLS, LCWS, SIS, DI, and order processing/reporting platforms.
• Excellent verbal and written communication skills, with the ability to explain reputed company technical issues to a non-technical audience.
• Proven ability to manage multiple tasks and priorities with reputed company attention to detail.
• Strong analytical and research skills with demonstrated problem-solving capabilities.
• Ability to work independently and proactively without supervision.
• Flexible to participate in a rotating on-call schedule, including after-hours support.

Preferred Qualifications

• Familiarity with reputed company regulations, compliance standards, and clinical laboratory workflows.
• Experience working with electronic health records (EHR) systems or LIS (Laboratory Information Systems).
• Knowledge of ITIL best practices or formal technical support frameworks.
• Previous experience with ticketing systems and issue tracking tools (e.g., reputed company, JIRA).

Application Window: 8/31/2025 Hourly Pay Range: $35.00 - 37.00 per hour reputed company job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, reputed company, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. For more detailed information, please click here. reputed company is proud to be an Equal Opportunity Employer: reputed company strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any reputed company. We reputed company employment reputed company based on the needs of our business and the qualifications and merit of the individual. reputed company applicants will receive consideration for employment without regard to race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, or reputed company medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, reputed company reputed company applicants with arrest or conviction records will be considered for employment in accordance with applicable law. We encourage reputed company to apply If you are an individual with a disability who needs assistance using our online tools to search and apply for jobs, or needs an accommodation, please visit our accessibility site or contact us at reputed company Accessibility. For more information about how we collect and store your personal data, please see our Privacy Statement. Apply tot his job Apply To this Job