Technical Services Engineer
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.
- 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