Technical Support Engineer

About Us

LifeMD is a leader in virtual primary care headquartered in NYC and were redefining how healthcare meets technology. Our vertically integrated digital care platform powers telemedicine laboratory services and pharmacy solutions serving over 200 conditions across all 50 states.

At the heart of this transformation is our team of 50 talented developers engineers and tech innovators building stateoftheart systems that make healthcare smarter faster and more accessible. From architecting scalable backend systems to crafting intuitive user experiences we are pushing boundaries every day.

Recognized as one of the fastestgrowing healthcare tech companies #166 on Deloitte Fast 500 in 2023 LifeMD is not just a healthcare companyits a tech company revolutionizing healthcare.

If youre passionate about building impactful technology solving complex challenges and seeing your code change lives LifeMD is the place to grow innovate and make a difference.

Join us and lets build the future of healthcaretogether.

About the Role:

We are seeking a talented and driven First Level Support Engineer to join our team in Lancaster PA and provide firstline technical support to endusers resolve basic technical issues and escalate complex problems to the Technical Escalation Manager. The ideal candidate will also have handson experience with Jira Service Management Notion MongoDB and a proactive approach to handling tickets while educating the end user.

As a First Level Support Engineer youll collaborate closely with crossfunctional teams contribute to both frontend and backend debugging as necessary for ticket resolution and play a key role in delivering seamless user experiences.

Key Responsibilities:

• Provide firstline support to endusers via phone email or chat assisting with hardware software network and systemrelated issues
• Diagnose and resolve basic technical issues related to operating systems applications and hardware
• Create and manage support tickets in the Jira ticketing system ensuring all incidents and service requests are logged prioritized and tracked to resolution
• Offer guidance to users on ITrelated best practices and solutions to common technical issues
• Effectively manage multiple support tickets simultaneously
• Collaborate with other crossfunctional teams to improve processes enhance system performance and implement preventive maintenance
• Ensure all support tasks are completed in accordance with SLAs (Service Level Agreements)

Basic Qualifications:

• 1 years of professional experience as a First Line Help Desk Support or similar role

• Basic knowledge of networking principles such as TCP/IP DNS DHCP VPN etc.
• Excellent communication skills with the ability to explain technical concepts to nontechnical users

Preferred Qualifications:

• Handson experience with Jira Service Management and Confluence
• Certification in CompTIA A ITIL or other IT supportrelated certifications
• Strong customer service orientation and patience when dealing with endusers
• Strong problemsolving skills and attention to detail

• Salary Range: $
• Health Care Plan (Medical Dental & Vision)
• Retirement Plan 401K IRA)
• Life Insurance (Basic Voluntary & AD&D)
• Unlimited PTO Policy
• Paid Holidays
• Short Term & Long Term Disability
• Training & Development