Digital Technical Support Engineer

Primary Function of Position
We are seeking a solution-oriented customer-first minded and hands-on IT/ engineering professional to provide dedicated support for our networked and digital solutions. The Digital Technical Support Engineer is directly responsible for the ongoing maintenance advanced support troubleshooting and other activities to sustain Intuitives networked products and solutions such as Case Insights Telepresence Simulation and Onsite within a multi-tiered service support environment. This is a key position within our digital organization and will work closely with our Service team members and other departments to support customers in India as a SME. This role also 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. A strong motivation to become a Subject Matter Expert (SME) on all Intuitive digital products is essential.

Essential Job Duties 

• Act as subject matter expert for technical specifications and requirements for digital solutions with customers and internally with cross-functional teams while maintaining knowledge of our products services and policies and procedures.
• Collaborate closely with clinical and IT personnel at hospitals internal sales and account teams and cross-functional groups within the company.
• Provide second tier / advanced support for pre-sales and technical implementations of digital solutions regarding network data security design and other questions regarding our products and services.
• Provide first and second tier support for networked solutions directly and in coordination with other teams such as Field Service Customer Service and Technical Support to analyze and troubleshoot complex network connectivity problems user access and general software application support.
• Record track and manage complaints using Intuitives business systems.
• Create and maintain active directory accounts and PKI certificates.
• Guide and contribute to the preparation of IT/security assessment for customers as needed.
• Connect to Intuitive Hub virtual machine (media server) and networked solutions to perform diagnostic and troubleshooting of issues
• 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 relating to digital solutions.
• Work with Product Support and Engineering teams to increase product effectiveness usability and serviceability.
• Create and maintain service or departmental procedural documentation.
• Other tasks associated with support for digital products as assigned by manager.
• Ensure processes are in place in accordance with FDA compliance.
• Have a flexible work schedule including holidays and on-call duties.

Qualifications :

Required Skills and Experience 

• 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. 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 and ability to maintain a vigilance in monitoring cyber threats and vulnerabilities relative to our product exposures
• Familiar with data privacy and protection regulations; such as Act on the Protection of Personal Information (APPI)
• Comprehensive hands on experience with LAN/WLAN/WAN and Voice/Video over IP
• 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.
• Professional with great customer facing skills that can discuss technical information with a wide range of audiences (From service engineers to CTO/CIO)
• Effectively work and communicate and within the team and upper management
• Exceptional ability to multi-task make sound judgments and respond with a sense of urgency in order to effectively support the business.  Thoroughness in completing tasks is imperative.
• Ability to work remotely and self-manage workload with moderate supervision.
• Ability to ask the right questions think on your feet and be resourceful when faced with new challenges
• Ability to mitigate cybersecurity risks and maintain secure infrastructure.
• Familiar with networking Medical devices and networking guidances such as ISO 27001 and data protection regulations such as Act on the Protection of Personal Information (APPI) & GDRR requirements.
• Must read write and speak fluent and English.
• Willingness to travel up to 25%.

Required Education and Training 

• Bachelors degree in Computer Science Engineering or related discipline; or 8 years equivalent experience acceptable working in network support center environment preferably in the medical device industry. 
• Professional certifications such as MCSE CCNA CWNA CWSP and CompTIA Network or Security certifications are preferred

Preferred Skills and Experience 

• Experience with PACS and/or DICOM systems.
• Previous experience in the medical device industry.
• Overseas travel required.
• Preferred valid USA VISA.

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 :

Full-time