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Junior IT Support Engineer

2 months ago

Fishers, United States Esaote North America, Inc. Full time
Job DescriptionJob DescriptionDescription:

About Us:

Esaote North America (ENA) is a United States based entity, within the Esaote S.p.A Group. Esaote provides medical imaging solutions in Ultrasound, Dedicated MRI, and Healthcare IT. Part of the Healthcare IT division, ENA’s sister company, Pie Medical Imaging (PMI), is a renowned medical imaging company specializing in innovative solutions for Cardiovascular imaging. We are dedicated to advancing healthcare by providing cutting-edge technologies that empower medical professionals and improve patient outcomes.

Requirements:

Position Overview:

We are seeking a motivated Junior IT Support Engineer to expand our support team. The ideal candidate will be enthusiastic about healthcare technology and eager to develop skills in supporting our software solutions and customers. This entry-level role involves providing technical assistance to customers and team members on all CAAS and 3mensio products. Moreover, the candidate will be responsible for diagnosing software issues, contributing to the overall success of our support operations, and will play an active role in securing maintenance contracts.


Key Responsibilities

Provide Technical Support:

•Provide remote support to end-users of 3mensio and CAAS applications

•Identify and resolve software malfunctions for all accounts and Healthcare IT team members

•Lead all account “Technical Talks,” with the support of the Account Manager, from an Esaote North America standpoint

•Complete IT Security Questionnaires related to 3mensio and CAAS applications – if unable to answer, coordinate time with PMI support to discuss and review together as a learning opportunity.


Securing Maintenance Contracts:

•Identify opportunities to promote and secure maintenance contracts during client interactions.

•Explain the benefits of maintenance contracts to clients and assist in the negotiation process.

•Follow up with clients to renew existing maintenance contracts and ensure ongoing client satisfaction.

•Track and manage all maintenance contract opportunities using Salesforce

•Process all annual software maintenance and subscription orders utilizing SHAPE


Software Configuration and Installation:

•Assist clients with the installation, configuration, and updates of healthcare software.

•Integrate 3mensio and CAAS applications with various hospital PACS systems or other information systems, when applicable, such as thin-client and Cloud.

•If applicable, conduct basic IT training around our products to promote optimal performance


Collaboration and Communication:

•Work closely with development and QA teams to resolve software issues.

•Work close with the ENA Medical It support person

•Communicate effectively with clients to understand their needs and provide appropriate solutions.

Incident Management:

•The document reported customer incidents, issues, and resolutions in a ticketing system.

•Follow up on open tickets to ensure timely resolution.

•Relay pertinent incident information to Pie Medical Imaging Support for proper documentation.


Qualifications:

Education:

•Bachelor’s degree in Information Technology, Computer Science, or a related field. Technical Skills:

•Understanding of IT concepts and troubleshooting methodologies.

•Strong thinking skills and ability to work through symptoms and get to the root cause

•Familiarity with healthcare software systems (e.g., Electronic Health Records, Practice Management Software) is a plus.

•Knowledge of operating systems (Windows, macOS, Linux).

•Experience with remote desktop tools and ticketing systems is advantageous.

•Powerful writing, negotiation, and presentation skills

•Proficient in Microsoft Office – Outlook, Word, Excel, PowerPoint, etc.

•Familiarity with SHAPE and Salesforce preferred

•Familiarity with DICOM, PACS, RIS/HIS, preferred


Interpersonal Skills:

•Solid communication skills

•Excellent customer service skills

•Capacity to communicate solutions to both technical and non-technical audiences

•Intense level of poise in high-demanding environments

•Active commitment to self-development

•Ability to work independently and as part of a team


Experience:

•Previous experience in a technical support role or internship is optional.

•Experience in the healthcare industry is a plus.


GENERAL PHYSICAL REQUIREMENTS

The Americans with Disabilities Act of 1990 (ADA) and associated Federal regulations protect qualified individuals with disabilities from discrimination in all areas of employment. To be considered competent, an individual must be able to perform the essential functions of a position, with or without reasonable accommodation. The physical tasks associated with the essential functions must be identified appropriately so that persons with disabilities can determine if any accommodation is necessary.


EEO

Esaote is an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.