Technical Support Engineer – PACS

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

📋 Description

• Act as the main technical support resource for customer healthcare IT initiatives regarding PACS.

• Offer second-tier assistance for PACS and healthcare IT systems.

• Diagnose and resolve advanced technical problems.

• Address customer inquiries through phone, email, and ticketing platforms.

• Manage projects and take ownership of tasks as the primary point of contact for customer communication and problem resolution.

• Collaborate with IT, Product, Engineering, and Project Management teams.

• Oversee and prioritize support queues, assigning tickets to the relevant teams.

• Keep thorough records of incidents, resolutions, workflows, and system changes.

• Contribute to enhancements in support processes, knowledge-base documentation, and root-cause analysis.

• Ensure adherence to healthcare regulatory standards and internal IT policies.

• Foster customer relationships through proactive communication, updates, and technical advice.

• Provide training on products and services to administrators, service-level users, and customers.

• Carry out DeepHealth PACS updates, upgrades, and maintenance tasks.

• Conduct pre-sales technical evaluations and provide assessments of effort required.

• Integrate and support solutions within public cloud environments and DeepHealth platforms.

• Design, implement, document, and support technical solutions.

• Collaborate across functions to ensure customer satisfaction, issue resolution, and operational success.

• Educate customers on system functionalities and best practices.

• Identify areas for enhancing customer experience and operational services.

• Adhere to DeepHealth policies, procedures, data privacy, compliance, safety, and confidentiality standards.

• Execute job responsibilities with quality and punctuality.

⛳️ Requirements

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

• A minimum of 5 years of experience in IT support roles.

• At least 3 years of experience in a similar technical support role focused on healthcare or radiology.

• In-depth knowledge of Windows operating systems (Windows 7 and later, Windows Server).

• Strong experience in Linux system administration and command-line operations.

• Familiarity with MSSQL database management and relational database technologies.

• Solid understanding of networking concepts, troubleshooting, and infrastructure support.

• Experience in supporting RIS, DICOM, HL7, EMR, and other healthcare IT systems.

• Proven track record in troubleshooting complex software applications and healthcare technology solutions.

• Experience with public cloud environments and cloud-based integrations.

• Knowledge of scripting, data serialization, and reporting tools like SSRS.

• Strong troubleshooting, analytical, and critical problem-solving skills.

• Experience with ticketing systems and ITIL-based support workflows.

• Excellent customer service skills, relationship management, and call center support experience.

• Exceptional written and verbal communication skills with both technical and non-technical audiences.

• Ability to handle multiple priorities and work efficiently under pressure.

• Capability to collaborate with cross-functional technical and business teams.

• Flexibility to work varied schedules and participate in on-call rotations as needed.

• Strong understanding of PC/server hardware platforms and general IT infrastructure.

• Professional communication and interpersonal skills.

• CCNA or CCNP certification is preferred.

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

• Experience in radiology workflows is preferred.

• Background in healthcare or clinical IT environments is preferred.

• Advanced knowledge of healthcare imaging and workflow technologies is preferred.

• Occasional travel may be necessary.

• Ability to lift up to 10 pounds occasionally.

🏝️ Benefits

• Occasional travel may be necessary.

• Remote work arrangement available.

• Participation in on-call rotation.

• Opportunities for product and service training.

• Professional growth through continuous improvement initiatives.

• Opportunities for customer and technical guidance.