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Technical Support Engineer
3 months ago
Technical Support Engineer (NYC)
Job Description
516120 Technical Support Engineer (NYC)
The Software Technical Support Level 2 will be responsible for support our installation and customer support teams at a senior level.
Your role:
** This position will be reporting to the main campus in New York City, Monday-Friday 8am-5pm
- Analyzing break/fix issues and working with empathy and sense of urgency to deliver solutions to meet customer/partner needs, ensuring all customers receive prompt and courteous support enabling the highest possible customer satisfaction.
- Working through the resolution of technical service issues according to standard processes/procedures and specialized understanding of complex product issues.
- Ensuring all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation, while logging all service data required for tracking.
- Maintaining a high level of technical competence on Philips solutions and related technologies, while acting as subject matter expert on specific product group(s).
- Sharing best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.
- Working with customers, development teams or level 1 support teams to resolve product issues.
- Advising and coaching level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration performing and documenting this knowledge.
- Participating in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality.
- Bachelor's degree (BA/BS) in Business, Computer Science, Information Systems or related field preferred or equivalent experience with at least 10 years of experience
- Experience with medical imaging software (Philips Medical imaging products (IntelliSpace/Vue/Carestream), strongly preferred)
- Strong background in of DICOM and HL7
- Working knowledge of network configuration (DNS, VPN, IP Proxy, TCPIP, load balancers, system security), SQL and Windows system administration and troubleshooting
- Requires highly effective communication skills, both verbal and written
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.
- Learn more about our business.
- Discover our rich and exciting history.
- Learn more about our purpose.
- Read more about our employee benefits.
If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.
Philips Transparency Details:
The pay range for this position is $37.10 to $63.61, hourly. The actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.
In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here.
At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case.
Additional Information:
US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.
All United States-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation. *Montana employees, learn more here.
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This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration.
Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.
