Technical Support Engineer, Diagnostics Solutions

Technical Support Engineer, Diagnostics Solutions

The Technical Support Engineer, Diagnostic Solutions will be responsible for providing excellent customer service via diagnosis and resolution of complex technical problems related to products, supporting technologies/infrastructure.

The Technical Support Engineer can be relied upon by customer, partner/vendor and internal teams when issues occur, and serves as a subject matter expert within assigned product areas, with the ability to troubleshoot and resolve abstract and often difficult technical issues with minimal direction. This role will represent Diagnostic Solutions to external customers up to the VP/C-Level, maintain superior documentation, and actively contribute to ongoing team training and mentoring programs and process improvement.

Principal Duties and Responsibilities

• Research, analyze, document, and manage high quality resolutions to complex technical, operational and implementation issues related to Nuance products and their supporting technologies and infrastructures in a fast-paced critical patient care environment to ensure timely response to customer inquiries, problem resolution, and reporting/escalation of unresolved issues.
• Conduct detailed log file analysis, environmental and alerts monitoring, and system or application workflow configuration analysis and changes. Draw conclusions to support your decisions and resolution actions.
• Provide advanced technical support via telephone, email, chat to external and internal customers. Infrequent on-premise client visits may be required.
• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquiries independently.
• Must be capable of establishing and documenting high quality technical documentation to be included within newsletters, public/private knowledge base systems, product and service manuals, and internal team procedures, technical training, etc.
• Ability to recognize trends and patterns between diverse service request descriptions and foresee future problems and respond accordingly with technical actions or planning and coordination efforts to minimize risks.
• Facilitate and lead customer conference calls when necessary to manage the resolution of critical customer account issues.
• Act as cross-functional program team representative, gathering and disseminating information to and from product development, product management and infrastructure engineering teams.

• Reproduce errors in test and lab systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing. Exercise discretion to devise workarounds to problems, document procedures, and communicate appropriately to customers to minimize adverse risk and avoid continued or recurring disruption.
• Demonstrate availability within pre-defined SLA and OLA timelines to engage with and assist technical teams during critical or urgent incidents that demand immediate attention and resolution to restore services for customer use and to facilitate patient care continuum.

• Mentor technical and field services personnel, customer IT technical staff as needed.

• Structure your time effectively; balance competing priorities, complete work in a timely manner and meet established quality and administrative documentation expectations. Stabilize and refocus quickly when change occurs, monitoring work to meet deadlines.

• Availability for 24x7x365 staffing assignments, on-call rotation and infrequent travel as required.
• Other duties as assigned.

Required Knowledge, Skills, Qualification:

• 3 years of experience in a Tier II/III support environment and/or advanced networking and database experience.

• Must possess strong problem-solving skills, organization skills, and the ability to work in a fast moving and demanding support environment.

• Must be detailed oriented with strong written and verbal communication skills.

• Must possess experience in the installation, configuration, management and performance monitoring of Microsoft Windows based applications and components.

• Sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most technical issues independently.

• Server OS- 2016 2022 familiarity

• Windows 10 / 11 Familiarity

Preferred Skills (any combination of the following is considered a plus):

• Experience with the implementation and support of systems in a Healthcare environment. RIS/PACS experience highly desired.

• Experience with relational databases, including MS SQL Server. Basic to intermediate query writing and execution skills, SQL backup and basic maintenance knowledge.

• Experience using Microsoft Office applications including Outlook, Word, Excel, PowerPoint.

Other Requirements:

• Salesforce knowledge is a plus

• Microsoft Teams familiarity a plus

• Remote Access tools such as SecureLink, Beyond Trust is a plus

• RIS / PAC s knowledge is a plus

• HL7 basic knowledge is a plus

• Familiarity with Radiology terminology