Job Description
Purpose
As a System Support Analyst, you will provide support and guidance to our clients by answering their requests regarding both server-side and client-side applications and systems that will enable them to make a difference in their day-to-day operations and ultimately improve their delivery of patient care.
Responsibilities
* Provide excellent System Support services;
* Respond to client problems (phone/tickets) and proactively monitor client’s installations;
* Prioritize your workload based on client’s SLA and transfer tickets to the proper department when required;
* Analyze and troubleshoot the workflow of a complex integration of network devices, workstations, and servers;
* Log and document all incidents in the ITSM (ServiceNow and/or Jira) and fix client’s problems;
* Perform database maintenance using SQL statements;
* Edit configuration files on Linux servers or troubleshoot applications on remote workstations running Microsoft Windows;
* All work is done remotely through secure connections and via phone and remote desktop-sharing.
This role also requires work outside of regular work hours (on-call) with a rotating shift schedule.
Stay proactively informed and trained on the following to ensure an excellent level of service and expertise:
* Back-End Architectures
* IntelePACS software
* 3rd party integration
Qualifications
Employment Prerequisites
* Experience in a customer service or technical support role;
* A minimum of 2 years of professional work experience in Linux system and network administration;
* Remote troubleshooting (ssh, VPN tunnels);
* Basic knowledge of SQL databases (Sybase, MySQL, PostgreSQL);
* Microsoft Windows (basic workstation configuration and troubleshooting);
* Knowledge of a scripting language (such as Perl, Python, or Shell) is an asset;
* Experience with TCP/IP, network security, IPSec, or VPN is an asset.
Desired Competencies
* Excellent communication skills (verbal and written, English is mandatory);
* Highly motivated and team-oriented;
* Client-oriented;
* Attention to detail and strong problem-solving skills;
* Ability to work under pressure.
Additional Information
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
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