Digital System Support Engineer
Digital System Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Primary Function of Position:
As a Network Support Engineer the individual will be the primary technical Subject Matter Expert (SME) who will provide endtoend monitoring troubleshooting and technical support for a wired and wireless network system and supporting various customerbased software applications and network in a multitiered service support environment.
This role requires installing configuring and maintaining digital solutions for clinical video management integrating with Electronic Medical Records (EMR) Picture Archiving and Communications (PACS) HL7 and DICOM systems.
This role requires strong network and IT troubleshooting skills and the ability to work collaboratively with customer hospital clinical and IT individuals sales and customer account teams and across functional groups within the company.
This role will be heavily involved with the service operations teams to ensure uptime and reliability are meeting service agreement levels.
We are looking for individuals that are interested utilizing their network and systems engineering and support skills and experiences to pivot from the traditional IT roles and responsibilities into a customer and product driven environment.
The ideal candidate will be a very good communicator should be able to effectively trouble over the phone and enjoys working with a broad range of individuals with varying level of skillsets supporting the network services of very complex medical products.
Roles and Responsibilities:
- Read and inspect customer system installation reports (technical implementation handover checklist) to confirm readiness for support.
- Perform remote system upgrades and maintenance inspections to ensure systems meet performance specifications.
- Troubleshoot and resolve medical software hardware and network connectivity issues related to Intuitives digital solutions.
- Customer & CrossFunctional Collaboration
- Act as a liaison between customers and internal teams (Product Management Engineering and Sales).
- Participate in conference calls with Clevel executives Net/Sec Engineers Legal and Clinical
- teams to answer technical questions.
- Communicate product security architecture compliance and data control features through presentations meetings and reports.
- Maintain uptodate documentation including Field Activity Reports Return Material Authorizations (RMAs) and Expense Reports.
- Provide feedback to improve processes and increase operational efficiency.
- Technical Expertise & System Configuration
Review and advise on system configurations architecture diagrams technical specifications and designs. - Perform remote server installations and network/service configurations.
- Provide guidance on LDAP configuration SQL system administration and troubleshooting
Maintain accurate configurations of the installed base to ensure systems meet performance specifications. - Be familiar with network security infrastructure threats and vulnerabilities and work to mitigate security threats.
- Support engineering development including offhour verification testing when necessary.
Training & Internal Support - Provide technical training and guidance to service operations and developers.
- Support tradeshows and other businessrelated events as needed.
- Provide Tier 1 & 2 support by working closely with EU Customers and our internal Technical Support / Field Service / Clinical Sales teams to remotely analyze and troubleshoot complex network connectivity problems user access and general software application support
- Support pre and post sales activities as technical subject matter expert; this can include conference calls with Clevel executives DPO Net/Sec Engineers Legal and Clinical to articulate and or answer network data and security designs/questions about our product/services
- Responsible for completing customers request for information
- Ensure that cyber and data regulations required for a medical device are effective and in accordance with local markets regulations
- Work closely with Product Support and Engineering to increase the products effectiveness usability and serviceability of the device / application
- Gain a solid understanding of Intuitive products services and companys policies processes and procedures
- Effectively use Intuitive business systems to process record document complaints and resolution retrieve contact information install base and client system configuration information
- Support Engineering development work which may include off hour verification testing
- Be able to execute adhoc projects as assigned
- Work collaboratively with the organization to achieve client business goals by providing essential job functions and able to recognize and drive key initiatives to support corporate/departmental goals
- Communicate product / service architectural design security and data controls compliance and features and benefits of the product / service through meetings presentations and reports to customers
- Work within a Global Support Team to provide support over a wide range of time zones; and a flexible work schedule is required
- Pre site verifications to prepare site for remote connection telepresence
- Read and inspect customers system installation report (technical implementation hand over checklist) to confirm readiness for support
- Support system upgrades remotely as per business needs
- Perform maintenance inspections as required to ensure system meets performance specifications
- Administrative duties which include but not limited to; Field Activity Reports Return Material Authorizations Expense Reports etc.
- Act as a liaison for customers to Product Management Engineering and Sales
- Review and advise on systems configurations architecture diagrams technical specifications and designs. Provide technical guidance and training to service operations and developers
- Provide feedback to improve processes and efficiencies
Qualifications :
Required Knowledge Skills and Experience:
- Bachelors degree in computer science Engineering or related discipline; or 5 years equivalent experience acceptable working in a customer support center environment preferably in the medical device industry. Current professional certifications such as Azure DP900 AZ900 MCSE CCNA CWNA CWSP and CompTIA Network or Security certifications are preferred
- Windows Operating System and server administration experience.
- Experience in hardware/software installation and configuration.
- Proven ability to support SQL databases LDAP configurations
- Experience collaborating with Product Support and Engineering teams.
- Familiarity with service level agreements (SLAs) and regulatory compliance for healthcare IT
- Knowledge of network operations configuration and troubleshooting TCP/IP HTTPS Router skills VLANs VPN technology Firewall skills and NAT/PAT address translation
- Strong experience in core IT technologies including network systems operating systems databases access controls and IT operations. Experience working with hospital IT environments and understanding medical regulatory requirements.
- Indepth knowledge of core IT technologies and processes (e.g. network systems operating systems databases access controls change control processes application and system development IT operations incident response monitoring and asset management)
- Familiar with cybersecurity best practices
- Familiar with data privacy and protection regulations such as GDPR
- Familiar with HL7 PACS and DICOM preferred Comprehensive handson experience with LAN/WLAN/WAN and Voice/Video over IP
- Advanced knowledge of network troubleshooting tools and techniques. Excellent analysis troubleshooting and debugging skills in particular TCP/IP and 802.11 networking protocols
- Be familiar with working with hospital IT or in a medical regulated environment
- Be familiar with network security infrastructure threats and vulnerabilities to networks and mitigate security threats.
- Proven customer facing skills with the ability to discuss technical information with a wide range of audiences (From service engineers to CTO/CIO)
- Experience in using service ticketing system (SFDC cases preferred)
- Fluent in English & French and another EU language a plus (German or Spanish)
- Effectively work and communicate and within the team and upper management
- Thoroughness in completing tasks is imperative.
- Demonstrated analytical and problemsolving skills including an understanding of the regulations and requirements of the healthcare industry.
- Ability to develop relationships and work effectively with customers at all levels and across functions relative to technical and business issues.
- Ability to work independently troubleshoot and prioritize day to day activities.
Additional Information :
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
