Under the direction of the Technical Support Manager, we implement clinical applications software in laboratories and hospitals, train sales representatives, service specialists, field service engineers, customer end-users, customer IT groups, and LIS/HIS vendors.
We assist sales representatives in establishing correct IT requirements and configurations for potential and existing customers.
Key Accountabilities:
* Assume a lead technical role in a healthcare environment for go-live implementations, installations, and upgrades related to our software applications and their functionalities.
* Provide pre-sales consulting information for our software applications and implementation for the sales team and all end-user groups prior to order submission.
* Escalated customer support for clinical IT products.
* Act as the first level of support for issues and projects involving our software applications.
Main Responsibilities:
* Identify and resolve issues affecting network performance and security, working closely with the institution's IT department.
* Troubleshoot issues, make configuration changes related to customer-intended or requested workflow, and review application logs before escalating the issue onto international support.
* Available for travel to customer locations to implement and troubleshoot issues related to IT products.
* Available for travel to customer locations to provide consultative services for end-users relative to the functionality of our software applications, necessary IT requirements for adequate system performance, and what the implementation process requires.
Requirements:
* Bachelor's degree in Information Technology.
* Minimum 1-3 years' experience with IT is a must.
* 1-3 years' experience in IT for the Healthcare market is highly desirable.
Desired Skills & Capabilities:
* Good knowledge of server and workstation administration, hardware and software areas.
* Good knowledge of Windows operating systems.
* Knowledge of networking concepts, DNS/DHCP, firewall solutions, and network diagnostics.
* Knowledge of relational databases and SQL queries.
* Knowledge of ASTM and HL7 communication protocols.
* Knowledge of Linux would be beneficial.
* Knowledge of automation lines in laboratory environments would be beneficial.
Additional Requirements:
* Able to travel throughout Oceania territory as needed.
* Excellent communication skills and fluency in English.
* Self-motivated, take initiative, and willing to lead technical presentations and discussions with end-users.
* Proven customer-oriented background and the ability to work in a fast-paced environment.