Technical Services Engineer

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

📋 Description

• Deliver expert first-point-of-contact support and troubleshoot user issues.

• Manage projects and tasks while acting as the main contact for customer communication and issue resolution.

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

• Provide second-level support for healthcare IT systems and address escalated technical challenges.

• Respond to inquiries through phone, email, and ticketing systems.

• Oversee the support queue, triage incoming tickets, and allocate them to the suitable product or functional teams.

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

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

• Enhance support processes and contribute to the knowledge base.

• Ensure adherence to regulatory standards and internal IT policies.

• Support key customers, foster positive relationships, and provide updates and guidance.

⛳️ Requirements

• Over 5 years of experience in an IT support capacity.

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

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

• Strong skills in customer relations and call center support.

• Solid IT, networking, and general computer skills.

• Practical experience with PC and server hardware platforms and command lines on both Linux and Windows.

• Experience in troubleshooting complex applications and software products.

• Proficient 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 ITIL-based support methodologies.

• Knowledge of archival and storage media.

• Exceptional troubleshooting, diagnostic, and analytical skills.

• Strong written and verbal communication abilities.

• Capability to manage multiple tasks, work under pressure, and collaborate across teams.

• Flexibility to work varied hours and participate in on-call rotations.

• Experience with PACS/Radiology/DICOM/HL7 is preferred.

• Familiarity with radiology workflows is preferred.

• CompTIA Linux, RHCA, or RHCT certification is preferred.

• CCNA/CCNP certification is preferred.

• Proficiency in additional languages, especially for EU or international regions, is preferred.

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

• Regularly work as scheduled and maintain satisfactory attendance.

🏝️ Benefits

• Occasional travel may be necessary.

• Remote work arrangement available.