Technology Specialist – Systems Support

Job title: Technology Specialist – Systems Support

Job description: Company Description

Over the last 20 years, Intelerad has grown into a leader of the medical imaging software industry. With recent acquisitions, we are poised to make an entrance into Enterprise Software expanding beyond radiology. Our distributed solutions play a vital role in the delivery of healthcare across 11 time zones and 3 continents. We take pride in being a world-class healthcare solutions company with more than 400 employees and over 1,000 customer sites. Our workplaces encourage growth and professional development.

We are Intelerad. Join us if you want to be the best version of yourself and make a difference in healthcare.

Job Description

The Technology Specialist is responsible for solving problems, sharing technical expertise and product experience. This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. The Technology Specialist typically operates at the tier level 2 within support, handling complex and unresolved customer issues escalated by the previous tier. Since the Technology Specialist will be the highest point of escalation within client services, they are also expected to provide requirements for product supportability and maintenance.

Duties/Responsibilities:

Manage customer major incidents or escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled

Prioritize your workload based on established SLA and priority

End to end responsibility for the escalation management, communication, escalation, investigation, and resolution of incidents, ensuring business and customer updates are timely and of sufficient quality, arranging discussions and updates as required

Act as support / focal point – Liaison Technical Support Leadership, CSM’s, Professional services for Incident escalation (identifying, resolving bottlenecks) and reporting back to the client.

Ensure that all modes of communication are effectively used throughout the incident life cycle of reported escalation

Rerouting misdirected incidents that have not been handled in a timely manner

Analyze and troubleshoot the workflow of a complex integration of network devices, workstations, servers and software

Proactively acquire practical experience with new features in line with product’s branch availability.

Provide input into the creation of Knowledge Documentation to be published in the client portal to give valuable information to our clients

Participate in the creation and maintenance of Knowledge articles used internally

Troubleshooting process, product knowledge and processes ramp up within the assigned team

Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies

Log and document all incidents in the ITSM (ServiceNow and/or Jira) and resolve client problems;

Increases and maintains technical knowledge relating to Microsoft products including Operating Systems and SQL Server

Qualifications

Bachelor’s degree in Engineering, Computer Science or equivalent

3-5 years of experience in a technical support environment

Direct experience in a customer facing role with demonstrated ability to gather complex customer requirements

Strong technical aptitude and a quick learner with the ability to understand medical imaging

Experience in RHEL (Red Hat Enterprise Linux ‎), Microsoft Windows OS, and MS SQL Server,

Excellent analytical, research, organizational and planning skills

Advanced level knowledge of Perl, Python or Shell scripting language

Outstanding teamwork skills, and the ability to develop and maintain internal and external relationships

Experience with TCP/IP, IPSec or VPN network security, as well as Remote troubleshooting (SSH, VPN tunnels)

Stellar communication, influencing and presentation skills

On call rotation availability for urgent escalations reported by the support team that can occur after your regular work schedule

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minutes online assessment as part of your candidate application

Company: Intelerad

Expected salary:

Location: Montreal, QC

Job date: Tue, 15 Jun 2021 22:25:41 GMT