Server Upgrade & Maintenance Support Specialist

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where 'Health for all Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Server Upgrade & Maintenance Support Specialist 

Server Upgrade and Maintenance Support Specialist – USA - Residence based

Purpose:

The purpose of this position is to execute software upgrades on servers, perform routine server and software related maintenance tasks, manage data migration projects and diagnose and resolve server related issues for multiple Bayer suite of products, current and future. This position sits under the Bayer Customer Response Squad and along with supporting server upgrade and data migration activities, this position also serves as a high-level technical troubleshooting support resource for our technical assistance center team.  This role will also assist in the development and communication of new procedures and processes that meet industry compliance, regulatory and customer standards. In addition, the incumbent will maintain technical and/or customer required certification and stay up to date with current service procedures/policies to provide customer support in accordance with business needs.

Your Tasks and Responsibilities

• Responsible for accurately recording and detailing all daily activities while ensuring timely submission of customer complaints;
• Review and update procedures as necessary, with a strong focus on driving customer success;
• Perform and troubleshoot remote software upgrades and assist with remote operating system upgrades and server migrations, verify and update server configurations and conduct pre- and post-upgrade checks to ensure optimal performance;
• Support routine maintenance tasks including validating that software and operating systems function without errors and confirming that adequate server resources—such as CPU, RAM, and disk space—are available for smooth operation as needed; apply DICOM and HL7 preventative maintenance procedures to ensure system reliability;
• Provide best-in-class Level 3 troubleshooting along with the ability to build customer OVF files and assist with importing as needed;
• Manage the configuration of customer settings to meet specific requirements and test and validate new customer interfaces;
• Focus on process improvement by creating and testing scripts to automate commonly performed tasks, including troubleshooting, upgrades, implementation configurations, and pre- and post-checks; sustain quality in our platform through continuous testing and focus on data integrity;
• Assist in documenting and communicating new procedures and processes that meet industry compliance, regulatory and customer standards; includes article writing for our knowledge management system;
• Build strong relationships across multiple organizations engineering, R&D, cybersecurity, new product development, sales and operational excellence;
• Assists in coaching and mentoring of new members of the team in their technical capacities;
• Contribute towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to help each other.

Who You Are:

Bayer seeks an incumbent who possesses the following: 

Required Qualifications

• High School diploma/GED required with 10 years of applicable technical support experience in related fields such as Engineering, Electronics, IT Administration and Tech Support, Computer Science or relevant discipline;

• Associate’s degree in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline and 5 years of applicable experience;
• Bachelor’s degree in related fields such as Engineering, Electronics, IT, Computer Science