技术服务工程师

This is a remote position.
The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.
Responsibilities

• Project coordination and task ownership while serving as the primary point of contact for customer communication and issue resolution.

• Serve as the primary implementation resource for client projects from kick-off through completion

• Second-level support for healthcare IT systems, including troubleshooting and resolving escalated technical issues.

• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.

• Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.

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

• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.

• Contribute to the continuous improvement of support processes and knowledge base.

• Ensure compliance with regulatory standards and internal IT policies.

• Support key customers and maintain positive relationships, providing updates and guidance as needed.

Requirements

• 5+ years of experience in an IT support role

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

• Proven IT support experience, preferably in healthcare or clinical environments.

• Strong customer relationship and call center support skills.

• Strong IT, networking, and general computer skills.

• Solid understanding and hands-on experience with PC and server hardware platforms and command lines on Linux and Windows.

• Experience troubleshooting complex applications and software products.

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

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

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

• Knowledge of archival and storage media.

• Excellent troubleshooting, diagnostic, and analytical skills.

• Strong written and verbal communication skills.

• Ability to manage multiple tasks, work under pressure, and collaborate across teams.

• Flexibility to work varied hours and participate in on-call rotations.

Preferred Skills:
· PACS/Radiology/DICOM/HL7 experience.
Radiology workflow experience.

• CompTIA Linux, RHCA, or RHCT certification.

• CCNA/CCNP certification.

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

Originally posted on Himalayas