Technical Services Engineer

Job Description:

• 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.

• 5+ years of experience in an IT support role
• Bachelor’s degree in IT, Healthcare Informatics, or related field, or equivalent experience. (Required)
• Proven IT support experience, preferably in healthcare or clinical environments. (Required)
• Strong customer relationship and call center support skills. (Required)
• Strong IT, networking, and general computer skills. (Required)
• Solid understanding and hands‑on experience with PC and server hardware platforms and command lines on Linux and Windows. (Required)
• Experience troubleshooting complex applications and software products. (Required)
• Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration. (Required)
• Familiarity with healthcare IT systems, including EMR and clinical software. (Required)
• Experience with ticketing systems and ITIL‑based support processes. (Required)
• Knowledge of archival and storage media. (Required)
• Excellent troubleshooting, diagnostic, and analytical skills. (Required)
• Strong written and verbal communication skills. (Required)
• Ability to manage multiple tasks, work under pressure, and collaborate across teams. (Required)
• Flexibility to work varied hours and participate in on‑call rotations. (Required)
• PACS/Radiology/DICOM/HL7 experience. (Preferred)
• Radiology workflow experience. (Preferred)
• CompTIA Linux, RHCA, or RHCT certification. (Preferred)
• CCNA/CCNP certification. (Preferred)
• Proficiency in additional languages, particularly for EU or international regions. (Preferred)