The following states/districts are excluded from this job ad: AK, CA, CO, CT, DC, HI, LA, MA, MN, MO, NE, NV, NH, NJ, NM, NY, ND, OR, PR, RI, VT, WA, WY Location: Remote in any United States jurisdiction not excluded from this job advertisement. We're looking for a Technical Support Specialist Tier 2 to solve technical issues, diagnose complex software and system problems, and ensure timely resolution of incidents! Apply today to join a mission-driven team supporting critical healthcare technology environments within the Department of Veterans Affairs (VA). Position Description: The Technical Support Specialist Tier 2 handles escalated technical issues that cannot be resolved by Tier 1 Help Desk Support. The Technical Support Specialist Tier 2 will diagnose complex software and system problems in cloud environments, work directly with customers and internal teams, and ensure timely resolution of incidents. Minimum/General Experience: 3 years of information technology experience Minimum Education: High School Diploma Essential Skills/Qualifications: - Strong understanding of web-based software products, systems, and cloud platforms (e.g., Azure, AWS) - Strong proficiency in troubleshooting tools, logs, and diagnostic methods - Strong experience with operating systems (e.g., Windows, Linux) - Strong experience with ticketing systems (e.g., ServiceNow (SNOW), Jira) - Familiarity with networking fundamentals (e.g., Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Transmission Control Protocol/Internet Protocol (TCP/IP), Virtual Private Network (VPN), firewalls) - Ability to read and interpret system logs or error reports - Excellent written and verbal communication skills - Strong problem solving and analytical thinking skills - Ability to work independently on complex issues - Experience with scripting or automation (e.g., PowerShell, Bash, Python) (preferred) - Experience with Infrastructure as a Service (IaaS), cloud platforms, or enterprise IT environments (preferred) - Experience with Tier 2 or advanced support, technical troubleshooting, clinical and patient data workflows, and regulatory awareness (preferred) - Knowledge of VA operations (e.g., VistA, Telehealth and Scheduling) (preferred) - Knowledge of Electronic Health Record (EHR)/Electronic Medical Record (EMR) systems (preferred) General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment.  - Assignment Location - Remote - Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  - Typing, communicating, repetitive motions.  - Close visual acuity to prepare and analyze data, view computer monitors and read. May need to view presentation screens and other visual aids in a virtual setting.  - Inside environmental conditions with protection from outside elements.  Security: Ability to obtain/maintain a Federal Civilian Public Trust - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years Federal Civilian Public Trust Consists of a review of up to but not limited to: - Covers 10 year period and in some instances lifetime events - OPM Security Investigations Index (SII) - DOD Defense Central Investigations Index (DCII) - National Agency Check (NAC) records - FBI name check - FBI fingerprint check - Credit report check - Written inquiries to previous employers and references listed on the application for employment - Potential interviews with the subject, spouse, neighbors, supervisor, coworkers - Law enforcement check - Court records check - Education check- Attendance and Degrees Acceptable Credentials Tasks/activities include, but are not limited to: - Investigates and resolves technical issues escalated from Tier 1 support - Performs advanced troubleshooting across software, hardware, cloud networks, and/or C# applications - Documents issues, solutions, and root causes in the ticketing system - Collaborates with engineering, Tier 3 Support, and/or development teams on unresolved or systemic issues - Provides guidance and mentorship to Tier 1 Support agents - Identifies recurring problems and recommends process or product improvements - Assists with system updates, patches, and configuration changes - Communicates clearly with customers regarding progress and resolution - Follows Service Level Agreements (SLAs) and ensures timely ticket handling - Participates in on-call activities when required Compensation & Benefits: The annual projected pay range for this position is $45,000.00 - $50,000.00 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. Oxley Enterprises, Inc. offers a full array of benefits including: - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), economic disadvantaged woman-owned (EDWOSB), Small Business Administration Certified 8(a), and small disadvantaged business (SDB) that has 25 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified. All qualified applicants will receive consideration for employment without regard to any status protected by applicable federal, state, or local law. If you require a reasonable accommodation to apply for a position at Oxley Enterprises, Inc., please send an email to our Human Resources Department at: careers@oxleyenterprises.com with the following information: Subject Line: Accommodation Request Provide a description of your accommodation request Include your contact information: Full name, Email address, Best number to reach you (optional) We participate in the E-Verify program. http://www.dhs.gov/E-Verify

• Provide daily sustainment support for Operations and Supply Chain applications, including issue investigation, documentation, and coordination with technical teams. • Follow established processes for ticket intake, triage, escalation, and resolution using ServiceNow or similar systems. • Document requirements for small enhancements or configuration changes based on user needs. • Support UAT activities by preparing test cases, executing tests, validating results, and documenting findings. • Maintain clear and thorough documentation for issues, steps taken, and resolutions. • Work closely with business users to understand reported problems and provide timely status updates. • Escalate complex issues appropriately to senior analysts or managers. • Support continuous improvement activities by assisting with process updates, documentation improvements, and sustainment best practices. • Assist with Disaster Recovery documentation and compliance-related tasks. • Participate in team discussions to review requirements, support priorities, and issue status.

• Providing phone/email support for internal/external customers • Consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool • Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay • Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues • Meeting/Exceeding individual service level metrics to meet the needs of the customer/business

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. The Remote Service Operations is a fast-paced, dynamic environment with a strong customer focus, offering the right candidate the opportunity to build on current strengths, acquire new skills, and be a member of a highly impactful team. As a global healthcare provider, Siemens offers a wealth of growth opportunities for motivated individuals. Our ideal candidate will exhibit initiative to learn and demonstrate technical expertise in clinical laboratory applications, as well as, the electro-mechanical ability needed to troubleshoot diagnostic laboratory instruments over the phone. You must possess strong computer skills and be able to communicate effectively over the phone, and through written documentation. As a Candidate you must display a positive attitude with both internal and external customers, striving to exceed expectations at all times. You must be able to make sound decisions that promote the interests of both Siemens and the customer. Candidate must be a selfless team player and enthusiastic proponent of change. This is a role well suited to an ambitious professional, looking for the next step in their career. As a Remote Support Engineer 3, you will be responsible for: - Providing phone/email support for internal/external customer, as well as, consistent monitoring and accurate documentation utilizing the Customer Relations Software Tool - Demonstrating a high level of technical expertise in clinical laboratory practice while supporting Atellica/Chemistry/Immunoassay - Demonstrating exceptional customer service skills to improve the customer experience, and achieve customer satisfaction by providing highly technical troubleshooting of complex issues to meet issue resolution and achieve customer satisfaction - Taking timely action and ownership on all open tickets to troubleshoot and resolve internal/external customer issues to the customers satisfaction, and if necessary, escalates customer issues to next level support - Meeting/Exceeding individual service level metrics to meet the needs of the customer/business - Compliance to all Siemens pay and T&E policies, as well as, all RSO Procedures/Processes This position may suit you best if you are familiar with what is below, and would like to develop your career with Siemens Healthineers: - You have analytical thinking abilities to support advanced technical troubleshooting and problem solving skills for assigned product line - You have exceptional phone and communications skills to support collaboration with the customer, as well as, other internal resources to develop and implement action plans to resolve customer issues - You are proficient in Microsoft Office Suite including Outlook, Excel, Word and other applications - You have a positive "can-do" attitude in all communications and the ability to thrive as a member of a collaborative, cross-functional team - Leverages team abilities to best serve the customer, and collaborates with team members and counterparts in other parts of the organization to develop and implement action plans to resolve customer issues - You are willing to create an open, supportive environment consistent with the culture of Service Based Leadership Required skills to have for the success of this role - Preferred candidate must have Associate’s or Bachelor’s degree in a science-related or engineering field, or equivalent experience. (Med-Tech Degree Preferred*) - Willing to travel up to 20% - 3-7 Years Comparable Experience - Working Hours: Possible overnight hours inclusive of weekends. Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways. How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. To find out more about Siemens Healthineers businesses, please visit our company page here. The base pay range for this position is: $75,660 - $104,027 Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance. The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time. Equal Employment Opportunity Statement: Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law. EEO is the Law: Applicants and employees are protected under Federal law from discrimination. To learn more, click here. Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here. If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at peopleconnectvendorsnam.func@siemens-healthineers.com. Please note HR People Connect People Contact Center will not have visibility of your application or interview status. California Privacy Notice: California residents have the right to receive additional notices about their personal information. To learn more, click here. Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.” Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started. Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees. These scammers may attempt to collect your confidential personal or financial information. If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site. To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.