About Us:

At [Client Name], our mission is to revolutionize healthcare by ensuring that every patient receives the best and safest care possible. Trusted by numerous clients globally, we provide a connected healthcare operations platform that merges software and essential services to equip organizations with crucial data insights across risk, safety, compliance, provider lifecycle, and workforce management. Our user-centric approach offers a comprehensive, real-time view of healthcare operations, enabling organizational leaders to make better-informed decisions.

We are a global team with over 1,800 employees spread across multiple continents. Fueled by both organic growth and strategic acquisitions, we continuously innovate, incorporating the latest technologies, including AI, to deliver cutting-edge solutions to our clients. If you're passionate about driving positive change in healthcare, we invite you to join us as we strive towards our vision of safer, better healthcare for all.

Position Overview:

As a Technical Support Engineer at [Client Name], you will play a crucial role in assisting our customers in maximizing the utility of our products. Your exceptional interpersonal skills, ability to multitask, and dedication to teamwork, coupled with your energy and enthusiasm, ensure that tasks are completed efficiently and effectively. You possess impeccable troubleshooting abilities, allowing you to independently research and resolve complex problems. Your adaptability to dynamic environments and eagerness to expand your knowledge make you a valuable asset to our team.

Responsibilities:

• Install, configure, and upgrade our web-based applications while providing technical support.
• Serve as a point of escalation for our customers' IT departments and internal teams, delivering high-level technical assistance.
• Collaborate closely with customers on custom projects and implementations requiring technical leadership.
• Engage with customers via phone, incident cases, and live chat to address their technical queries.
• Diagnose workstation compatibility issues, ensuring adherence to proper IE settings, Group Policy, Security Policy, etc.
• Work on internal projects aimed at enhancing Support Services and [Client Name]'s offerings.
• Query live SQL databases to identify data integrity or performance issues.
• Write and modify SQL triggers, functions, stored procedures, views, and general statements to design support solutions.
• Diagnose authentication and user profile issues related to Active Directory/LDAP, Single Sign-On, and Federated Authentication.
• Configure and troubleshoot web server services such as IIS, Application Pools, and SSL.
• Create and troubleshoot scheduled batch jobs using the Task Scheduler.
• Trace performance issues using tools like SQL Profiler and Performance Monitor.
• Address email and SMTP issues, liaising with the appropriate contacts for resolution.
• Customize configurations of our applications by modifying XML files, web.config, and .apsx files.
• Report bugs and enhancement requests to the Product Management and Development teams.
• Troubleshoot ADT (HL7) message issues in collaboration with the customer's interface team.
• Configure database field mapping for various lookups and troubleshoot ETL and file export issues.
• Collaborate with our IT team to support hosted customers.
• Review IIS and application log files to analyze errors and reproduce issues.
• Analyze the business and technical needs of customers.
• Create knowledge base articles and conduct internal training sessions.
• Provide training to customers' technical teams on initial application troubleshooting steps.
• Ensure compliance with the Service Level Agreement (SLA) to guarantee customer satisfaction.
• Document inquiries and requests using Salesforce.

Requirements:

• Minimum of 3 years of experience in providing high-level technical/application support.
• University Degree in a related field.
• Strong oral and written communication skills, along with excellent interpersonal skills.
• Solid understanding of Microsoft SQL Server 2005-2012 querying and administration.
• Knowledge of networking concepts, including standard protocols and ports, VPN, firewall, etc.
• Experience with Microsoft's Active Directory, LDAP, and authentication methods.
• Fundamental understanding of IIS, .NET, and web applications.
• Working knowledge of various operating systems, including Windows 7/10, Server 2008/2012/2016.
• Understanding of SMTP and email systems and troubleshooting.
• Well-developed research and troubleshooting skills.

Business Hours:

Support available Monday through Friday from 8:30 am to 5:30 pm EST. Participation in a rotating on-call schedule for after-hours coverage. Availability to provide holiday coverage as needed.

Nice to Haves:

• Experience with XML, C#, ASP.NET, JavaScript, and/or HL7 communication standards.
• Background in healthcare IT, project management, and/or network administration experience.