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.

Preferred Skills:
- 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 Himalayas