IT Service Delivery Specialist – EMEA/AP

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

📋 Description

• Provide Tier 2 technical support for both international distributors and domestic customers, addressing and resolving intricate IT challenges related to networking, databases, storage, software, and HL7.

• Collaborate with Cadwell's international distributors to offer guidance on IT infrastructure design and requirements for Cadwell software implementations in relation to tender submissions.

• Work alongside Cadwell's after-hours support team to ensure prioritized clinical assistance for international distributors holding active service contracts.

• Act as a technical resource for Cadwell's international distributors throughout the support lifecycle, offering advice on and executing software upgrades, server migrations, and other infrastructure tasks.

• Ensure adherence of IT systems and processes to international data privacy and security regulations (e.g., GDPR, APPI, or local equivalents); provide guidance to distributors on compliance best practices.

• Recommend and assist with region-specific disaster recovery strategies and backup solutions to mitigate local risks.

• Conduct training sessions and workshops for distributors to enhance system familiarity and improve operational efficiency.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience.

• Over 4 years of experience in IT infrastructure support.

• Preferably, experience in international IT support or a customer-facing technical role.

• Preferably, 2+ years of experience in a healthcare support environment.

• Familiarity with virtualization technologies such as VMware, Hyper-V, or Citrix is advantageous.

• Knowledge of international compliance standards such as GDPR or HIPAA is preferred.

• Capability to articulate complex technical concepts clearly and succinctly to diverse audiences — both technical and non-technical, domestic and international — while adapting communication style to suit language and cultural contexts.

• Proficiency in troubleshooting and resolving complex IT issues under pressure, while maintaining a professional demeanor with distributors and customers.

• Ability to work independently as well as collaboratively as an effective team member, reflecting Cadwell's core values of integrity, initiative, accountability, commitment to excellence, and service to others.

🏝️ Benefits

• This role is scheduled for an overnight shift to correspond with daytime business hours for EMEA and Asia Pacific distributors while providing after-hours support for domestic customers (e.g., approximately 10:00 PM – 7:00 AM CT).

• Reliable high-speed internet is a requirement.

• International travel may be required up to 30%, with flexibility for short-notice trips; the ability to obtain necessary travel documents is essential.

• Extensive computer usage will be necessary.

• Positions involving Cadwell equipment may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, and occasional lifting and carrying of up to 50 pounds, as well as finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision, and effective two-way written/verbal communication.