Technical Services Engineer

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

📋 Description

• Oversee project coordination and manage tasks while acting as the main contact for customer interactions and issue resolution.

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

• Provide advanced support for healthcare IT systems by troubleshooting and resolving escalated technical challenges.

• Address user inquiries through phone, email, and ticketing systems.

• Supervise the support queue, prioritize incoming tickets, and allocate them to the relevant product or functional team on a rotating basis.

• Collaborate with IT, Product, and Engineering teams to escalate and address complex issues.

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

• Enhance support procedures and develop the knowledge base.

• Ensure adherence to regulatory standards and internal IT policies.

• Provide support to key customers and foster positive relationships by delivering updates and guidance.

⛳️ Requirements

• A minimum of 5 years of experience in an IT support capacity.

• Bachelor's degree in IT, Healthcare Informatics, or a related field, or equivalent experience.

• Demonstrated experience in IT support, preferably within healthcare or clinical settings.

• Strong skills in customer relationship management and call center support.

• Proficient in IT, networking, and general computer skills.

• Solid understanding and hands-on experience with PC and server hardware platforms, as well as command lines in Linux and Windows.

• Background in troubleshooting complex applications and software products.

• Expertise in Windows operating systems (Windows 7 and above, Server) and Linux system administration.

• Familiarity with healthcare IT systems, including EMR and clinical software.

• Experience with ticketing systems and support processes based on ITIL.

• Knowledge about archival and storage media.

• Exceptional troubleshooting, diagnostic, and analytical skills.

• Strong written and verbal communication abilities.

• Capability to handle multiple tasks, work effectively under pressure, and collaborate with various teams.

• Willingness to work flexible hours and participate in on-call rotations.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Supportive and collaborative work environment.