Technical Service Engineer

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.

Qualifications

• 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.
• Able 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 (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).