Implementation Engineer

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

📋 Description

• Act as the main implementation resource for designated client projects from initiation to completion.

• Manage project tasks and oversee delivery milestones while serving as the primary contact for customer communication and issue resolution.

• Implement, integrate, and validate PACS and associated imaging solutions within customer environments, including DICOM workflows and enterprise imaging connectivity.

• Offer second-level technical support for healthcare IT systems, troubleshooting and addressing escalated issues during and after the implementation process.

• Collaborate with IT, Product, and Engineering teams to escalate and resolve intricate technical challenges.

• Keep comprehensive records of incidents, solutions, and workflows in the ticketing system.

• Contribute to the ongoing enhancement of implementation and support processes as well as the knowledge base.

• Ensure compliance with relevant regulatory standards and internal IT policies.

• Provide essential customers with clear updates and guidance to foster effective working relationships.

• Engage in on-call rotations and flexible coverage as necessary to support customer implementations.

• Adhere to data privacy, compliance, safety, confidentiality, and relevant employment standards.

• Fulfill job responsibilities with quality and timeliness.

⛳️ Requirements

• Bachelor’s degree in IT, Healthcare Informatics, or a related field, or equivalent practical experience (required).

• Over 5 years of experience in an IT technical implementation or support role (required).

• Demonstrated IT support experience, preferably in healthcare or clinical settings (required).

• Practical experience with PC and server platforms and command-line administration on both Linux and Windows (required).

• Proficiency in Windows client and server operating systems as well as Linux system administration (required).

• Strong networking and general IT skills, with experience troubleshooting complex applications and software products (required).

• Familiarity with ticketing systems and ITIL-based support processes (required).

• Experience with PACS, radiology workflows, DICOM, and/or HL7 (required).

• Knowledge of healthcare IT systems, including EMR and clinical software (required).

• Excellent customer relationship skills and effective written and verbal communication abilities (required).

• Capability to manage multiple tasks, perform under pressure, and collaborate across teams (required).

• Willingness to work varied hours and participate in on-call rotations (required).

• Understanding of archival and storage media (preferred).

• CompTIA Linux, RHCA, RHCT, CCNA, or CCNP certifications (preferred).

• Experience troubleshooting public cloud applications, preferably GCP (preferred).

• Familiarity with deployment and configuration automation tools, such as Ansible (preferred).

• Proficiency in additional languages for EU or international regions (preferred).

• Ability to lift up to 10 pounds occasionally.

🏝️ Benefits

• Occasional travel may be necessary.

• Involvement in on-call rotations and flexible coverage.