Tier II Engineer- Healthcare

Description

As a Tier II Engineer at Proven IT, you'll play a pivotal role in supporting our valued partners in the healthcare industry, specifically Ambulatory Surgical Centers. You'll be an essential part of a close-knit team, providing crucial IT assistance to end users. Your responsibilities will include handling IT-related requests, assisting with hardware setup and maintenance, participating in projects, conducting user training sessions, and contributing to continuous service improvements.

This in-office position offers a dynamic and rewarding opportunity to make a significant impact on healthcare technology support.

Requirements

Primary Responsibilities:

• Advanced Technical Support: Serve as a primary point of contact for end users requiring advanced technical assistance, and act as an escalation resource—guiding and mentoring Tier I team members to quickly and effectively resolve support issues.
• Customer-Centric Problem Solving: Proactively engage with clients through in-depth discussions—whether remote, via phone, or in-person—to clearly identify IT challenges and deliver precise, effective solutions.
• Efficient Ticket Management: Maintain precise, up-to-date documentation of support tickets, clearly detailing troubleshooting steps, progress updates, resolutions, and ensuring transparency through to completion.
• Team-Based Collaboration: Work closely with other teams, promoting collaborative problem-solving to swiftly address complex system and network issues, while contributing your own specialized expertise.
• Server and Infrastructure Management: Play a pivotal role in server administration, network backups, installations, and impactful IT projects, consistently improving client technology environments.
• VoIP and Network Support: Oversee and support advanced communications solutions such as MS Teams Voice, third-party VoIP systems, and Meraki/Sophos network infrastructures across diverse healthcare locations.
• Technical Leadership and Expertise: Utilize your strong technical skills in Active Directory, MS Exchange, Azure AD Connect, Microsoft 365 Suite (One Drive, SharePoint, SSO, MFA), Intune, Cisco Meraki, ProofPoint, and specialized healthcare technologies to drive high-quality IT services.
• Relationship Building and Communication: Foster positive and lasting relationships with internal teams, customers, and vendors through clear, professional, and effective communication, contributing to a collaborative, supportive work culture.

Additional Responsibilities:

• Facility Assessments and Projects: Assist in evaluating new facilities, onboarding processes, and technology improvement projects.
• Recommendations and SOW: Identify and propose recommendations for new projects, creating Statements of Work (SOW) as needed.
• Technology Roadmaps: Collaborate on the development of technology roadmaps to enhance our IT infrastructure.
• Workflow Optimization: Employ your computer and network expertise to optimize customer workflows, ensuring seamless operations.
• Issue Elimination:
  Identify recurring support issues and devise strategies to prevent their recurrence.
• Automation: Implement deployment and management automation for efficiency and scalability.
• Documentation: Contribute to the creation of comprehensive documentation supporting environment management and support.
• Data/Information Security: Uphold strict confidentiality regarding sensitive client information, adhering to industry standards and legal requirements.
• Team Leadership: Provide leadership by cross-training team members and sharing your expertise.
• Travel and Emergency Response: Occasionally travel to customer sites and respond to 24/7 emergency outages as required.
• Certification Pursuit: Demonstrate your commitment to excellence by pursuing certifications related to Proven IT products, including software and hardware systems.
• Additional duties as assigned

REQUIRED SKILLS:

• Bachelor's degree in Computer Science or combination of related experience and certifications.
• 2 plus years of experience as Tier II.
• Working experience in Ambulatory Surgical Centers highly desired.
• Training or certification of general HIPAA.
• O365, MFA, Intune, Teams Voice and other VoIP,…