System Technology Specialist
5 days ago
At Intelerad, we believe in empowering healthcare professionals to make informed decisions. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We enable physicians to get patients the answers they need faster and improve outcomes for everyone.
As a System Technology Specialist, you will play a critical role in resolving technical issues and providing exceptional support to our clients. You will work closely with our support team, engineering teams, and clients to identify and resolve complex technical problems. Your expertise will be invaluable in mentoring less experienced team members and providing a practical perspective to product design discussions.
Key Responsibilities- Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow-ups until resolution, respecting set service level agreements.
- Manage major incidents during system outages, supporting Level 1 and performing root cause analysis (RCA's) for all major incidents.
- Participate in software requirements and root cause reviews with engineering, as well as design reviews with a focus on supportability.
- Stay up-to-date with current product development (bug fixes and new features) and situations occurring at client sites.
- Contribute to the creation and update of knowledge articles used by the Support Team to reduce escalations to L2.
- Be available for urgent escalations reported by the support team, including on-call rotation availability (24/7).
- Participate in projects deemed necessary by the organization.
- Degree in computer science, engineering, or equivalent.
- 5-7 years of experience in client-facing roles focused on technical support in medical software.
- Linux OS administration expertise.
- Experience running queries in SQL - an asset.
- Networking troubleshooting expertise (Cloud Infrastructure).
- Development experience with scripting languages (PHP, Perl, Python, etc...).
- Ability to read code in other high-level languages.
- Highly motivated to excel and committed to continual skills improvement.
- Team-oriented with strong communication and interpersonal skills.
- Creative thinker and practical problem solver.
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