Sr Tech Support Engineer MI

Position Overview

The Senior Technical Support Engineer, MI – I (Tier
1) provides highly visible remote technical support across our product lines for HCUS customers. This role focuses on more complex issue and is the second level support across our Synapse products. This engineer is expected be able to resolve most of the cases that are presented to them and responsible for documenting more in-depth evaluations of issues that they are unable to resolve.

This engineer must be comfortable with making decisions while working on these more complex issues. This role requires a firm grasp of time management and organizational skills.

To meet the needs of our customers, working outside normal business hours and on some weekends/holidays is required. In addition to working OT to handle workload and meet required metrics/expectations.

• Supports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses.

• Works on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM.

• Effectively and efficiently uses the FUJIFULM knowledge resources available to help in the troubleshooting process.

• Collaborates with peers and other team members when working on more complex technical issues.

• Effectively documents cases throughout the process of troubleshooting the issue.

• Strictly follows the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when an issue cannot be resolved.

• Engineers must have the ability and skillset to answer and faciliti…