Technical Services Engineer

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

📋 Description

• Deliver first- and second-tier support for healthcare IT systems by diagnosing and resolving technical issues.

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

• Engage in a rotating schedule to oversee the support queue, prioritize incoming tickets, and allocate them to the appropriate product or functional teams.

• Work in conjunction with IT, Product, and Engineering teams to escalate and troubleshoot complex issues.

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

• Assist with system updates, installations, and the onboarding process for new software and hardware.

• Provide support to key customers while fostering positive relationships, offering updates and guidance as necessary.

⛳️ Requirements

• At least 1 year of experience in an IT support capacity.

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

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

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

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

• Comprehensive understanding and practical experience with PC and server hardware platforms and command lines in Linux and Windows. (Required)

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

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

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

• Experienced with ticketing systems and ITIL-based support processes. (Required)

• Knowledgeable about archival and storage media. (Required)

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

• Strong written and verbal communication skills. (Required)

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

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

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

• Radiology workflow experience is beneficial. (Preferred)

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

• CCNA/CCNP certification is preferred. (Preferred)

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

🏝️ Benefits

• Reasonable accommodations may be provided to enable individuals with disabilities to fulfill the essential functions of the position.

• Participate in the ongoing enhancement of support processes and the knowledge base.

• Ensure adherence to regulatory standards and internal IT policies.