Digital Pathology Helpdesk Engineer

This is a fully remote position, open to applicants in Italy.

📋 Description

• Address incoming routine Digital Pathology inquiries from customer care and technical support teams across regions.

• Elevate cases to specialists or third-level support when advanced expertise is necessary.

• Update customer account records and cases for interventions conducted.

• Communicate with regional dispatch teams when on-site assistance is required.

• Assist on-site engineers and oversee interventions remotely until completion.

• Diagnose issues remotely and offer troubleshooting support through phone, email, and remote access.

• Document activities in customer service and relationship management systems.

• Report software issues in the designated systems.

• Collaborate with multi-country and multi-language customers as well as Leica departments to resolve challenges.

• Accept and prioritize incoming phone and email inquiries based on incident, contract, and instrument type.

• Independently resolve complex issues and escalate to the Manager when necessary.

• Recognize, suggest, and implement solutions for recurring or challenging problems.

⛳️ Requirements

• Proven experience in remote software troubleshooting.

• Proficiency in database management.

• Knowledge of Windows Server 2008–2025.

• Understanding of virtual machines.

• Familiarity with Mirth Connect and HL7.

• Networking skills, including remote storage management, domain and non-domain environments, group policies, and firewall knowledge.

• Fluent in Italian and English.

• Experience with the Leica Biosystems digital pathology platform and/or third-party digital pathology platforms is advantageous.

• Technical support experience for systems encompassing hardware components and DICOM is a plus.

• Experience utilizing remote access tools such as Bomgar and TeamViewer is an asset.

🏝️ Benefits

• 5% of annual base salary as a bonus/incentive pay.

• Comprehensive benefits package.

• Fully remote work option from home.

• Flexible remote working opportunities.