Technical Support Representative II (M-F 11:30am - 8pm)
Baxter International Inc.
Summary
As a Technical Support Specialist, you will be a trusted partner to customers and patients, resolving technical challenges through remote troubleshooting and guidance. You’ll play a key role in creating a consistent, high-quality support experience while contributing to continuous improvement and innovation across our products and services.
Job description
Your role at Baxter
As a Technical Support Specialist, you will be a trusted partner to customers and patients, resolving technical challenges through remote troubleshooting and guidance. You’ll play a key role in creating a consistent, high-quality support experience while contributing to continuous improvement and innovation across our products and services.
Your team
You’ll be part of a collaborative, supportive team focused on delivering high-quality, consistent technical support. The team values knowledge sharing, continuous learning, and creating an environment where everyone can succeed and grow. Together, you’ll help advance Baxter’s mission to save and sustain lives. This role follows a hybrid work model and requires regular onsite presence at our Skaneateles, NY office to support collaboration, training, and team engagement.
What you’ll be doing
- Provide remote troubleshooting support for hardware, software, and network-related issues
- Document all cases in detail, including issue identification, troubleshooting steps, and resolution outcomes
- Execute customer requests such as part replacements and case creation through systems and alternate workflows
- Support escalation processes by engaging appropriate internal teams (e.g., R&D, engineering) when required
- Deliver technical guidance on use of supported hardware, software, and connected devices
- Track and update cases to ensure timely resolution aligned with defined KPIs and service levels
- Identify and document recurring issues to support product and process improvements
- Utilize standard tools, systems, and knowledge management resources to resolve technical issues
What you’ll bring
- High school diploma or GED
- 1+ year in remote technical troubleshooting or 2–3 years in technical/customer support
- Experience troubleshooting Microsoft OS, Active Directory, and server environments
- Experience diagnosing hardware, software, networking, and security issues
- Experience installing and troubleshooting computer hardware and peripheral devices (e.g., printers, scanners, Bluetooth devices)
- Ability to follow regulated processes and maintain compliant documentation standards
- Associate degree in Information Systems (or related field) and/or relevant technical certifications (e.g., CompTIA, Microsoft, networking) preferred
- Experience supporting medical devices or healthcare environments, including web-based/client-server applications, SAP or similar systems, and knowledge management tools preferred
Requirements
- High school diploma or GED
- 1+ year in remote technical troubleshooting or 2–3 years in technical/customer support
- Experience troubleshooting Microsoft OS, Active Directory, and server environments
- Experience diagnosing hardware, software, networking, and security issues
- Experience installing and troubleshooting computer hardware and peripheral devices (e.g., printers, scanners, Bluetooth devices)
- Ability to follow regulated processes and maintain compliant documentation standards
- Associate degree in Information Systems (or related field) and/or relevant technical certifications (e.g., CompTIA, Microsoft, networking) preferred
- Experience supporting medical devices or healthcare environments, including web-based/client-server applications, SAP or similar systems, and knowledge management tools preferred
Benefits
- Medical coverage
- Dental coverage
- Life insurance
- Accident insurance
- Short-term disability
- Long-term disability
- Business travel accident insurance
- Employee stock purchase plan
- 401(k) retirement savings plan
- Flexible spending accounts
- Educational assistance
- Paid holidays
- Paid time off
- Family and medical leave
- Paid parental leave
- Commuting benefits
- Employee discount program
- Employee assistance program
- Childcare benefits
Company overview
Baxter International Inc. is an American multinational healthcare company headquartered in Deerfield, Illinois, founded in 1931. As a leading global medical device manufacturer, Baxter specializes in developing and producing essential medical products for treating chronic and acute medical conditions. The company operates across three primary business segments: Medical Products and Therapies, Healthcare Systems and Technologies, and Pharmaceuticals. Baxter's extensive product portfolio includes intravenous (IV) solutions, infusion pumps, dialysis equipment for kidney disease treatment, surgical technologies, and hospital pharmaceuticals. With approximately 38,000 employees worldwide and annual revenues exceeding $10 billion, Baxter plays a critical role in global healthcare infrastructure. The company is particularly known for its leadership in IV fluid production, manufacturing approximately 60% of the intravenous fluids used in the United States. Baxter's innovations include pioneering developments in artificial kidney technology and advanced surgical products, serving healthcare providers across more than 100 countries. The company maintains a strong commitment to research and development, investing significantly in medical technology advancements that improve patient outcomes and healthcare delivery efficiency.