Technical Services Engineer

Accountabilities

• • Serve as a primary technical contact for users and customers, responding to inquiries and coordinating issue resolution through phone, email, and ticketing systems.
  • Act as a primary implementation resource for client projects, supporting activities from project kickoff through successful completion.
  • Provide second-level technical support for healthcare IT systems, diagnosing and resolving complex or escalated hardware, software, networking, and application issues.
  • Coordinate projects and assigned tasks while maintaining clear communication with customers and ensuring issues are followed through to resolution.
  • Participate in a rotating support schedule by monitoring incoming tickets, triaging requests, and routing incidents to the appropriate product or functional teams.
  • Collaborate with IT, Product, Engineering, and other cross-functional teams to investigate complex technical problems and implement effective solutions.
  • Maintain accurate and detailed records of incidents, troubleshooting steps, resolutions, and workflows within the ticketing system.
  • Contribute to the development and continuous improvement of support processes, technical documentation, and knowledge-base resources.
  • Support key customers by providing timely updates, technical guidance, and a professional service experience.
  • Ensure support activities comply with applicable healthcare regulatory requirements, internal IT policies, and established service procedures.
  • Participate in on-call or varied-hour support schedules as required to maintain service continuity.

  Requirements

  • 5+ years of professional experience in IT support, technical services, or a related technical support environment.
  • Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent practical experience.
  • Proven experience supporting IT environments, preferably within healthcare, clinical, or other mission-critical settings.
  • Strong customer service and relationship-management skills, with experience handling user support or call-center interactions.
  • Solid knowledge of IT infrastructure, networking, general computing, and technical troubleshooting principles.
  • Hands-on experience supporting PC and server hardware platforms and working with command-line environments in Linux and Windows.
  • Strong troubleshooting experience across complex applications, software products, and technical environments.
  • Proficiency with Windows operating systems, including desktop and Windows Server environments, as well as Linux system administration.
  • Familiarity with healthcare IT systems, including electronic medical records and clinical applications.
  • Experience using ticketing systems and working within ITIL-based support processes.
  • Knowledge of archival systems and storage media.
  • Excellent diagnostic, analytical, and problem-solving abilities, with a structured approach to identifying root causes.
  • Strong written and verbal communication skills and the ability to explain technical information clearly to technical and non-technical audiences.
  • Ability to manage multiple priorities, work effectively under pressure, and collaborate with teams across different functions.
  • Flexibility to work varied hours and participate in rotating on-call coverage.
  • Preferred: Experience with PACS, Radiology, DICOM, HL7, and radiology workflows.
  • Preferred: CompTIA Linux, RHCA, or RHCT certification.
  • Preferred: CCNA or CCNP certification.
  • Preferred: Proficiency in additional languages, particularly for supporting European or international users and customers.

  Benefits

  • Full-time position with a remote work arrangement.
  • Opportunity to work on healthcare IT systems where technical reliability and service quality have a direct impact on users and customers.
  • Exposure to complex healthcare technologies, clinical software, infrastructure, networking, and enterprise IT environments.
  • Cross-functional collaboration with IT, Product, Engineering, and customer-facing teams.
  • Opportunity to contribute to client implementations and technical projects from kickoff through completion.
  • Professional development through exposure to healthcare IT standards, ITIL-based processes, and specialized technologies such as PACS, DICOM, and HL7.
  • Opportunity to strengthen technical expertise across Windows, Linux, networking, hardware, applications, and healthcare systems.
  • International exposure and the potential to leverage additional language skills in support of global customers.