Technical Services Engineer

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.

Essential Duties and 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.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above.  Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

·       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)

Quality Standards

·       Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.

·       Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance. 

·       Follows all local, regional and country laws concerning employment.

·       Follows all DeepHealth policies and procedures.

·       Follows data privacy, compliance, safety and confidentiality standards at all times.

·       Practices universal safety precautions.

·       Promotes good public relations on the phone and in person.

·       Adapts and is willing to learn new tasks, methods, and systems.

·       Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.

·       Completes job responsibilities in a quality and timely manner.

Travel

This position may require occasional travel.

Working Environment

Remote

Physical Demands

This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally

Salary is $95,000 to $110,000