Systems Engineer

4 days ago

Ashburn, United States Vitalchat Telehealth Full time

The Systems Engineer is the primary point of contact for client technical support and on site visits. The Systems Engineer will be responsible for implementing all software and hardware, troubleshooting, networking configuration, and integration of Vitalchat Devices. This role involves ensuring compatibility across hardware, software, and network components to meet the needs of the clients.  

 

This is a remote exempt position reporting to the Vice President of Implementation.  

 

Responsibilities include: 

 

Travel and On-Site Support 

  • Client site visits: Travel to client sites to provide on-the ground support troubleshoot issues and offer hands-on assistance with installations, setups, or configurations. Travel requirement may be up to 60-70% depending on client needs.  
  • Field Diagnostics: Diagnose and resolve technical issues in real-time, which may involve device hardware or software troubleshooting, network connectivity issues, and interaction with other components in the IT ecosystem. 
  • Hands-on Testing and Troubleshooting: Physically inspect, test, and troubleshoot VitalChat devices, including troubleshooting potential hardware failures, firmware issues, or system misconfigurations. 

 

Networking and IT Troubleshooting 

  • Network Configuration and Troubleshooting: Support in setting up and troubleshooting network related issues, including configuring routers, switches, and firewalls to ensure optimal connectivity for VitalChat devices. 
  • Network Diagnosis Tools: Utilize network diagnosis tools (e.g., ping, traceroute, nslookup) to identify and troubleshoot network problems that might impact device functionality. 

 

Linux OS and Device Troubleshooting 

  • Linux OS Support: Troubleshoot basic Linux OS issues, such as service restarts, package installations, permission issues, and basic shell commands. 
  • Device Software Debugging: Investigate software bugs, check logs, and resolve system errors related to VitalChat devices running on Linux-based operating systems. 
  • Firmware Updates: Ensure that VitalChat devices are running the latest firmware and apply updates as needed. 

 

Customer Service and IT Ticket Management 

  • Client Communication: Act as the point of contact for clients, providing regular updates and managing expectations while addressing their technical needs in a professional manner. 
  • IT Ticket Handling: Receive, prioritize, and resolve incoming IT support tickets, including client reported issues with devices or network configurations. 
  • Documentation: Maintain detailed logs of the issues and resolutions for future reference. Proper documentation ensures troubleshooting can be more efficient in the future. 

 

Technical Support and Training 

  • Client Education: Educate customers on device setup, common troubleshooting techniques, and best practices to avoid future issues. 
  • Knowledge Transfer: Provide training to clients’ internal teams, ensuring they can handle basic issues at a Tier 1 level.  

 

Collaboration and Reporting 

  • Collaboration with Engineering Teams: Work closely with internal engineering team to escalate complex issues and provide feedback for future product improvements. 
  • Issue Escalation and Reporting: Escalate unresolved issues or major system failures to the higher level engineering team. Regularly report on field issues, device performance, and client feedback. 

 

General Responsibilities 

  • Customer-Focused Mindset: Ensure a high level of customer satisfaction by delivering prompt and effective solutions to client issues. 
  • On-Call Availability: Depending on the setup, the engineer might need to be available for after hours or on-call support for critical issues or emergencies (Tier 3).  

 

Qualifications and Skills: 

 

Education:  

  • Bachelor degree in Computer Science, Information Technology, or a related field, or equivalent work experience in a technical support or systems engineering role.  


Experience:  

  • 1-3 years of hands-on experience in systems engineering, IT infrastructure, or a related field, with a strong understanding of system design, implementation, troubleshooting, and maintenance. 
  • Experience in the life sciences industry is perferred but not required 


Technical Skills: 

  • Proficiency in troubleshooting and diagnosing common computer hardware and software issues. 
  • Experience in troubleshooting and diagnosing system issues, both hardware and software, in enterprise environments. 
  • Strong experience in AWS, including configuring, maintaining, and optimizing cloud-based systems and infrastructure. 
  • Proficient in using internal system monitoring tools for performance analysis, capacity planning, and issue resolution. 
  • Familiarity with security protocols and practices, including firewalls, VPNs, encryption, and vulnerability management. 
  • Familiarity with operating systems (Windows, macOS), mobile devices, and peripheral devices. 
  • Basic knowledge of networking, Wi-Fi setup, and connectivity troubleshooting.  
  • Ability to work with various software tools, including antivirus, diagnostic tools, and repair utilities. 
  • Strong analytical skills with the ability to troubleshoot and resolve complex technical issues, whether remotely or in person. 
  • Ability to carefully follow instructions and ensure that repairs or installations are done accurately. 
  • Previous experience with Geek Squad or Apple Genusis Bar is an advantage. 


Additional Skills: 

  • Excellent interpersonal and communication skills, with a friendly, helpful demeanor. 
  • Experience working in Agile or DevOps environments, collaborating with cross-functional teams to improve system reliability and delivery. 
  • Ability to manage multiple projects concurrently, working within tight deadlines and adapting to changing business priorities. 

 

Salary for this role is competitive and will be based on the candidate’s experience, skills, and qualifications. The final offer will reflect the experience level in relation to the job requirements.

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