Digital Technical Support Engineer

Primary Function of the Position

• As a Digital Technical Support Engineer 3 your primary responsibility is to provide Tier 2 endtoend monitoring troubleshooting and technical support for both wired and wireless network systems as well as various software applications in a multitiered support environment.

• You will collaborate closely with clinical and IT personnel at hospitals internal sales and account teams and crossfunctional groups within the company. A strong motivation to become a Subject Matter Expert (SME) on all Intuitive digital products is essential.
   
• This role involves close cooperation with Product Support Field Service Digital Sales and Engineering teams to support New Product Introduction (NPI) and the successful adoption and commercialization of digital solutions.
   
• The ideal candidate will report to the Director of Customer Experience & Services Korea and bring a proven track record in resolving complex networking and database issues.

Essential Job Duties

• Provide Tier 1 and Tier 2 support for Intuitive digital products and network solutions independently and in coordination with Field Service Digital Sales and Technical Support teams.
• Act as a subject matter expert for technical specifications and requirements of digital solutions with customers and internal crossfunctional teams.
• Support presales and implementation phases of digital solutions including network data and security design.
• Coordinate with Service Support Managers Engineering Clinical Customers Hospital IT and Field Service organizations regarding network connectivity and troubleshooting.
• Collaborate with Product Support and Engineering to improve product effectiveness usability and serviceability.
• Maintain Tier 2level knowledge of all Intuitive digital products.
• Learn and follow all Intuitive policies and procedures.
• Record track and manage customer complaints using internal business systems.
• Create and manage Active Directory accounts and PKI certificates.
• Contribute to and guide preparation of IT/security assessments for customers.
• Connect to Intuitive Hub virtual machines and networked systems for diagnostic and troubleshooting tasks.
• Oversee and implement new configurations upgrades and other enhancements across all networked solutions.
• Serve as a liaison on new product introductions upgrades and other support activities as a technical SME.
• Create and maintain service documentation and standard operating procedures.
• Perform additional duties related to digital product support as assigned by the manager.
   

Qualifications :

Required Skills and Experience

• Selfmotivated energetic and customerfocused with strong communication skills.
• Comfortable working in a fastpaced dynamic environment across multiple time zones including occasional weekend and holiday support.
• Proficient in network operations configuration and troubleshooting including TCP/IP HTTPS routers VLANs VPNs firewalls and NAT/PAT.
• Strong understanding of core IT technologies and processes (OS databases access controls change control application/system development IT operations incident response monitoring and asset management).
• Awareness of cybersecurity and network security infrastructure best practices.
• Knowledge of data privacy and protection regulations.
• Strong customerfacing skills to communicate technical information effectively with diverse audiences.
• Ability to make sound decisions and act with urgency while documenting resolutions and root causes thoroughly.
• Familiarity with medical device networking ISO 27001 APPI and GDPR requirements.
• Willingness to travel up to 25%. 

Required Education and Training

• Bachelors degree in Computer Science Engineering or a related field or 5 years of equivalent experience in a network support center preferably within the medical device industry.
• Preferred certifications: MCSE CCNA CWNA CWSP CompTIA Network or Security.
• Handson experience with LAN/WLAN/WAN and Voice/Video over IP.
• Strong skills in analysis troubleshooting and debugging especially with TCP/IP and 802.11 protocols.
• Experience working with hospital IT or in regulated medical environments.
• Strong understanding of network security infrastructure threats and mitigation techniques.
• Excellent interpersonal communication skills across all levels of technical and executive stakeholders.
• Proven multitasking skills and ability to work independently with moderate supervision.
• Critical thinking and resourcefulness in addressing new challenges.
• Must be fluent in Korean and English (reading writing and speaking).

Preferred Skills and Experience

• Experience with PACS and/or DICOM systems.
• Previous experience in the medical device industry.
• Ability to mitigate cybersecurity risks and maintain secure infrastructure.

Additional Information :

Intuitive . .

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Intuitive . .

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Remote Work :

No

Employment Type :

Fulltime