System Support Analyst

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.

Intelerad offers one of healthcare’s most comprehensive imaging and analytics platforms. Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 700 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS:
Global Software (Non-US) report. To learn more, visit  and follow Intelerad on Linked In and Twitter.

Role Overview

The System Support Analyst serves as the primary technical resource for Intele Share customers, ranging from major hospital networks to small radiology facilities. This remote position operates on a night shift schedule providing real-time technical support through substantial phone interaction and direct customer engagement. The role ensures Intele Share software is properly configured and operating effectively at all times, delivering timely resolution of technical issues while maintaining exceptional service levels and customer satisfaction.

Key Responsibilities:

The Customer Support Analyst is accountable for delivering expert technical support and ensuring optimal system performance through the following priorities:

• Provide responsive technical support by addressing customer problems via phone and portal, actively monitoring client sites, and resolving cases in a timely manner while managing and exceeding customer expectations through excellent service delivery.
• Diagnose and resolve complex technical issues by analyzing root causes and troubleshooting challenging problems relating to software applications, Windows operating systems, SQL Server databases, and related technologies to restore system functionality and minimize downtime.
• Maintain comprehensive documentation by logging all incidents and problems within Service Now ticketing system, ensuring accurate records that support knowledge sharing and continuous improvement of support operations.
• Configure and deploy software solutions by installing and configuring Intele Share software to assist in customer deployments, editing configuration files, and ensuring systems meet customer operational requirements.
• Ensure service level compliance by prioritizing work based on service level agreements (SLAs), escalating incidents beyond current skill set to appropriate teams, and consistently meeting or exceeding Support specifications.
• Contribute to knowledge management by participating in knowledge sharing activities, publishing Knowledge Base articles, and supporting ad hoc projects to improve Intele Share support operations
• The hours for this role are Monday-Friday first shift (starting workday around 8am AEDT)

Qualifications & Experience

• 2+ years of experience in Windows administration and technical customer support
• Excellent knowledge of Microsoft Windows operating systems for both servers and workstations
• Demonstrated customer service excellence with strong client-facing skills
• Excellent verbal and written communication skills in English or equivalent
• Strong problem-solving and analytical…