Diagnostic Connectivity Support Engineer
Zoetis is a global animal health company dedicated to supporting customers and their businesses in ever better ways. Building on 60 years of experience, we deliver quality medicines and vaccines, complemented by diagnostic products and genetic tests and supported by a range of services. We are working every day to better understand and address the real-world challenges faced by those who raise and care for animals in ways they find truly relevant.Our name, Zoetis (z-EH-tis), has its root in zo, familiar in words such as zoo and zoology and derived from zoetic, meaning “pertaining to life.” It signals our company”s dedication to supporting the veterinarians and livestock producers everywhere who raise and care for the farm and companion animals on which we all depend on.Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact.Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.Role Description:Zoetis is seeking a candidate that will provide advanced technical support for its Diagnostic Connectivity ecosystem, specifically in the areas of connectivity and integration with 3rd party Practice Management Systems (PIMS). The ecosystem is comprised of Ethernet- and USB-connected diagnostic instruments, connectivity hub devices, LAN infrastructure and Internet connectivity. The networking environment includes customer-managed wired and wireless LAN networks, in small and medium size offices. The connectivity ecosystem extends to and includes basic support of Practice Management System (PIMS) integration. In this position you will deliver technical support both remotely and on-site at customer locations. You will interact closely with internal colleagues, external vendor support teams, Zoetis” customers, and 3rd party IT support engaged by Zoetis” customers. You will typically assume a leading role in performing and/or guiding the installation or trouble analysis process and will be responsible for driving the task to conclusion. Responsibilities: * Provide remote and on-site support for escalated ecosystem installation and support cases, including hands-on installation and configuration of equipment as needed when on-site * Provide technical direction to internal and external resources to resolve issues and to successfully complete ecosystem installations * Assist in the development of best practice processes, procedures, and training materials for technical support and ecosystem installations * Work with Practice Management System (PIMS) vendor technical support team to resolve integration issues on behalf of the mutual customers * Work effectively with all stakeholders on technical and business processes surrounding ecosystem support and problem resolution * Provide guidance and consultation to internal colleagues regarding possible ecosystem configurations and necessary equipment for specific installation scenarios * Manage competing priorities, workloads and activities to support various business initiatives and cross-departmental tasks * Perform other related job duties as assigned or apparent Knowledge, Skills, Ability Requirements: * Knowledge of LAN/WAN network topologies and their components * Knowledge of computer and network architecture concepts * Knowledge of Ethernet and TCP/IP networking configuration * Knowledge of network security, firewalls, and web filters * Skilled in Ethernet and TCP/IP network setup, problem isolation, and problem resolution * Skilled in problem isolation and resolution when multiple problems exist * Ability to provide effective remote technical support to internal and external stakeholders with varying skill levels and working in a variety of networking environments * Ability to work with a variety of computer hardware, operating systems, and network connectivity to achieve a functional networking environment * Ability to work with individuals of varying technical skill to remotely locate, identify, and interact with network infrastructure components * Ability to prioritize tasks, meet deadlines, and accomplish a variety of tasks under pressure * Ability to read, analyze, and interpret technical documentation * Ability to define problems, collect data, establish facts, and draw conclusions * Ability to present information effectively in response to questions from colleagues, Zoetis customers, and vendors * Ability to write clear and concise documentation * Ability to easily adapt to and learn new technologies * Ability to maintain confidentiality of information received, processed, or prepared * Possess good organizational skills * Ability to perform duties while sitting, standing, or stooping * Occasionally lift heavy objects * Ability to travel as needed to provide on-site support at customer locations, up to 50% of time * Ability to work in veterinary clinic environments with close proximity to animals and to maintain an awareness of veterinary biohazards while performing work Qualifications:Education:Bachelor”s degree in Computer Science or closely related field plus five or more years of experience with and responsibility for local area networking and help desk support, or any combination of education, training and experience that provides the required knowledge, skills and abilities. Experience: * Minimum of two years” experience providing remote technical support in a desktop LAN/WAN environment, focusing on network connectivity support * Minimum three years” experience in office LAN/WAN setup, configuration, and support * Experience working with third-party managed networks is preferred * Experience working in a clinical laboratory environment is helpful * Experience working with Practice Management System (PIMS) software is helpful * Experience supporting system integrations is helpfulExperience working in a veterinary environment is helpfulApply for this job.