Technical Services Engineer

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

📋 Description

• Coordinate projects and take ownership of tasks while acting as the main contact for customer communications and issue resolution.

• Function as the lead implementation resource for client projects, guiding them from initiation to completion.

• Provide second-level support for healthcare IT systems, including troubleshooting and addressing escalated technical issues.

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

• Take part in a rotating schedule to oversee the support queue, prioritize incoming tickets, and assign them to the relevant product or functional team.

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

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

• Contribute to the ongoing enhancement of support processes and the knowledge base.

• Ensure adherence to regulatory standards and internal IT policies.

• Support key customers while fostering positive relationships, providing updates and guidance as necessary.

⛳️ Requirements

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

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

• Demonstrated IT support experience, ideally within healthcare or clinical settings. (Required)

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

• Proficient in IT, networking, and general computer skills. (Required)

• Solid understanding and practical experience with PC and server hardware platforms, as well as command lines in Linux and Windows. (Required)

• Experience in troubleshooting complex applications and software products. (Required)

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

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

• Experience using ticketing systems and ITIL-based support processes. (Required)

• Knowledge of archival and storage media. (Required)

• Exceptional troubleshooting, diagnostic, and analytical abilities. (Required)

• Strong written and verbal communication skills. (Required)

• Capability to manage multiple tasks, work under pressure, and collaborate effectively across teams. (Required)

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

• Experience with PACS/Radiology/DICOM/HL7. (Preferred)

• Background in radiology workflows. (Preferred)

• CompTIA Linux, RHCA, or RHCT certification. (Preferred)

• CCNA/CCNP certification. (Preferred)

• Proficiency in additional languages, particularly for EU or international regions. (Preferred)

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement plans with company matching.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.

• Employee wellness programs and initiatives.