Technical Services Engineer

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

📋 Description

• Deliver expert first-contact support and troubleshooting for users.

• Oversee project coordination and manage tasks while acting as the primary communication liaison with customers.

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

• Provide advanced support for healthcare IT systems and address escalated technical issues.

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

• Monitor the support queue, prioritize incoming tickets, and delegate them to the appropriate teams.

• Work collaboratively with IT, Product, and Engineering teams to resolve intricate issues.

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

• Enhance support processes and contribute to the knowledge base.

• Ensure adherence to regulatory standards and internal IT policies.

• Support key customers and foster positive relationships by providing updates and guidance.

• Travel occasionally as necessary.

⛳️ Requirements

• Minimum of 5 years of experience in an IT support role.

• 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.

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

• Practical experience with PC and server hardware platforms, as well as command lines on Linux and Windows.

• Experience in troubleshooting complex applications and software products.

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

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

• Knowledge of ticketing systems and ITIL-based support processes.

• Understanding of archival and storage media.

• Exceptional troubleshooting, diagnostic, and analytical abilities.

• Strong written and verbal communication skills.

• Capable of managing multiple tasks, working under pressure, and collaborating across teams.

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

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

• Familiarity with radiology workflow is preferred.

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

• CCNA/CCNP certification is preferred.

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

• Must adhere to applicable employment laws and DeepHealth policies.

• Must comply with data privacy, compliance, safety, and confidentiality standards.

• Must practice universal safety precautions.

• Must maintain satisfactory attendance and punctuality.

🏝️ Benefits

• Remote work.

• Occasional travel may be required.