Senior Tech Support Engineer

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

📋 Description

• Provides support for our Synapse products by remotely diagnosing and resolving issues, assessing and addressing monitor alarms, and ensuring timely responses for our customers.

• Engages with 3rd party hardware, software, and network-related challenges that are sold or supported by FUJIFILM.

• Utilizes FUJIFILM's knowledge resources effectively and efficiently to assist in the troubleshooting process.

• Collaborates with colleagues and other team members when addressing more intricate technical challenges.

• Diligently documents cases throughout the troubleshooting process.

• Adheres to the Technical Assistance Center (TAC) escalation protocol to escalate cases, promptly transferring them to the next level engineer when issues cannot be resolved.

• Manages and facilitates incoming customer calls, communicates effectively with customers, and logs interactions within a case.

• Works collaboratively with other Synapse teams/products as needed and undertakes additional duties as assigned.

• Oversees the TAC phone system wall boards to ensure appropriate statuses are maintained.

• Achieves a high level of success in meeting annual goals set by your manager and metrics defined at the team level.

• Complies with the Company's quality and regulatory standards without exception, ensuring that all tasks outlined in the position description are executed in accordance with established policies and procedures.

⛳️ Requirements

• Bachelor’s Degree, Trade School Certification (related to the industry), or equivalent industry experience.

• One or more industry-specific certifications relevant to the technical background (preferred certifications include Microsoft, VMware, Cisco).

• Proficient understanding of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle.

• Familiarity with current network technologies.

• Capability to achieve results and meet objectives in a dynamic, team-oriented environment.

• Ability to make independent decisions based on the interpretation of technology data and product knowledge.

• Exceptional organizational and multitasking abilities.

• Understanding of Synapse workflows and their applications.

• Knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM).

🏝️ Benefits

• Health insurance

• Professional development opportunities