BASIC PURPOSE AND OBJECTIVES:
My client is looking for support engineers to cover their 4-day work week shifts, which include weekends. The Technical Support Engineer 2 will be responsible for applying strong Linux knowledge and analytical skills remotely on a real-time basis to resolve customer reported application issues related to our world-class imaging and informatics software. This role will receive incoming customer reported issues by phone, email and web portal. As a Technical Support Engineer 2 will apply your education and experience and use of our internal knowledgebases to ensure timely resolutions are provided to our customers. The Technical Support Engineer 2 will ensure quick responsiveness and mission critical resolution rates are delivered. Following our "industry best practices" you will escalate to Level 3 accordingly.
RESPONSIBILITES
In a team environment, trouble-shoot complex technology problems with emphasis on Linux Directory Permissions, use of the file editor to accomplish tasks or obtain information, identifying issues using logs, understanding of TLS/Digital Certificates and Linux Cyber security to research causes and recommend resolutions. Use network diagnostic tools and monitoring tools to identify customer network issues unrelated to our Imaging Solution products. Review Network settings with Linux, Network and sharing center, device manager and recommend changes. Identify network bottlenecks. Understand the DICOM standard and ability to identify data not meeting it, understand DICOM as a file type, data standard, and network transfer protocol. Understand communication between DICOM devices and how to troubleshoot these issues. Understand DICOM structure as it relates to Imaging Studies and Image tag data ( training provided). Strong understanding of complex VMWare concepts, knowledge of BareMetal/configure RAM/CPU/Storage/NIC setup. Knowledge of VMWare utilities used to troubleshoot and resolve performance problems. Recognize configuration or, misconfiguration from the Guest OS side. Troubleshoot customer issues while having insufficient data or lack of completely correct information. Serve as escalation point for technical issues based upon increasing skills and product knowledge. Utilize tools for remote access into customer systems e.g., Bomgar, to trouble shoot, identify root cause, make recommendations and solve issues. Author knowledge base articles to help standardize problem resolution steps and procedures for resolving common or unique issues. Record all customer call activity in call tracking database (Salesforce) differentiating between product complaints (defects) and non-complaints in accordance with FDA guidelines. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EDUCATION AND SKILLS REQUIREMENTS
Bachelor's Degree in Computer Science, Management Information Systems, or related field required Good knowledge and/or experience with Linux, storage, networking, Ability to work on multiple concurrent tasks/activities and meet customer expectations Demonstrated excellent verbal and written communication skills Ability to communicate to customers both over the phone and in person with courtesy and urgency Ability to perform well individually with strong persistence and resourcefulness to seek out needed information Technical Support Engineers may be required to work on-call after hours Prompt and reliable attendance is required Preferred
Experience with supporting software systems and the integration of such systems into existing networks preferred Some knowledge of medical imaging e.g., CT Scans, MRI's X-Rays etc. preferred Experience and/or knowledge of case management (Salesforce, Jira) and knowledge base tools (Confluence, SharePoint) preferred Limited travel may be required on short notice to a customer site to resolve issues directly Cassandra and non-SQL database experience preferred
