Network Support Engineer - Weekend Shift

Shift Hours: 7am 6pm PST (Thursday-Sunday)

As a Network Support Engineer your primary focus will be to provide Tier 2 end-to-end monitoring troubleshooting and technical support for both wired and wireless network systems as well as various software applications in a multi-tiered service support environment. You must be able to collaborate effectively with clinical and IT personnel at hospitals and accounts as well as with sales and customer account teams and across different functional groups within the company.

You should be motivated to achieve and maintain the role of Subject Matter Expert (SME) for all Intuitive digital products. This position will involve close collaboration with Product Support Field Service Digital Sales and various Engineering teams to assist with the New Product Introduction (NPI) and commercialization aspects of customer product adoption.

Reporting to the Director of Digital Technical Support the successful candidate will have a strong track record of building and resolving complex networking/database issues. 

Essential Job Duties

Provide Tier 2 support for Intuitive digital products and networking solutions directly and in coordination with other teams such as Field Service Tier 1 Digital Technical Support Digital Sales and Technical Support to analyze and troubleshoot complex network connectivity problems user access and general software application support.

• Ability to coordinate activities with Service support Managers Engineering Clinical Customers Hospital IT departments and Field Service Organization with respect to negotiating network connectivity.
• Work closely with Product Support and Engineering to develop troubleshooting tools documentation and features to enhance remote access capability effectiveness and usability.
• Communicate technical specifications and requirements for digital solutions with customers and internally with cross-functional teams.
• Learn and maintain Tier 2 level of knowledge of all Intuitive products.
• Learn and follow all Intuitive policies and procedures.
• Record track and manage complaints using Intuitives business systems.
• Create and maintain active directory accounts and PKI certificates.
• Oversee and implement new configurations upgrades and other enhancements across all networked solutions
• Liaison with local and corporate teams on new product introductions upgrades new product introductions and other activities in support of digital solutions as a technical subject matter expert.
• Other tasks associated with support for digital products as assigned by manager.

Qualifications :

• This candidate must be self-motivated energetic and focused on delivering a world-class customer experience. A strong communicator who can effectively support cross-functional initiatives and has a collaborative and solution-based approach.
• Flexible and able to work in a dynamic fast-paced work environment.
• Comfort with a work schedule that can be dynamic across multiple time zones including weekend training and holiday support.
• Knowledge of network operations configuration and troubleshooting TCP/IP HTTPS Router skills VLANs VPN technology Firewall skills and NAT/PAT address translation.
• In-depth knowledge of core IT technologies and processes (e.g. operating systems databases access controls change control processes application and system development IT operations incident response monitoring and asset management).
• Familiar with cybersecurity and network security infrastructure best practices and ability to maintain vigilance in monitoring cyber threats and vulnerabilities relative to our product exposures. Familiar with data privacy best practices.
• Professional with strong customer facing skills that can discuss technical information with a wide range of audiences (From service engineers to hospital leadership).
• Ability to make sound judgments and respond with appropriate sense of urgency to effectively support the business. Thoroughness in completing communicating resolution and documenting root cause with customers is imperative.
• Familiar with networking medical devices and related guidance such as ISO 27001 data protection regulations such as Act on the Protection of Personal Information (APPI) and GDPR.
• Up to 25% travel required.

Required Education and Training  

• Bachelors degree in Computer Science Engineering or related discipline; or 5 years equivalent experience in a network support center environment preferably in the medical device industry.  Current professional certifications such as MCSE CCNA CWNA CWSP and CompTIA Network or Security certifications are preferred.

Preferred Skills and Experience  

• Familiarity with PACS and/or DICOM desired experience preferred
• Familiar with network security infrastructure threats and vulnerabilities to networks and mitigate security threats.
• Preferred experience in the Medical Device industry.
• Familiar with working with hospital IT or in a medical regulated environment

Additional Information :

Due to the nature of our business and the role please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal 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.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages inclusive of base pay incentives benefits and equity. It would not be typical for someone to be hired at the top end of range for the role as actual pay will be determined based on several factors including experience skills and qualifications. The target salary ranges are listed.

Remote Work :

Yes

Employment Type :

Full-time