Managed Services Engineer I

Welcome to Ovation Healthcare!

At Ovation Healthcare, we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare's vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.

Ovation Healthcare's corporate headquarters is located in Brentwood, TN. For more information, visit https://ovationhc.com.

Position Summary: 

The Managed Services Engineer I will be part of the Managed Services team that will support client service delivery. Assists in design, development, implementation, and analysis of technical products and systems. Performs simple and routine engineering design tasks with standard techniques. Assists more senior engineers in the preparation of plans, designs, computation methods and reports. Typically reports to a supervisor or manager. Customers will range from large enterprise class environments to medium size organizations. Must be comfortable working with various hardware platforms from numerous vendors. The role is responsible for working closely with clients to deliver exceptional services. This individual will have a primary focus on performing work related to ongoing projects for customized solutions based on client requirements.

Responsibilities: 

• Will effectively coordinate support tasks and activities in accordance with client schedule as well as with client staff.

• Demonstrates a sense of urgency and knows when to escalate incidents to Level II Engineers, Managers and vendors, following appropriate processes and procedures.

• Assure that current projects are on track and that all tasks have been completed on time or that delays have been communicated to team members or managers.

• Contributes standard formatted documentation to knowledgebase. Maintains required and personal training and development plans.

• Generate and maintain operational, configuration, installation, or other procedural documentation.

• Performs support and maintenance of commonly used software, hardware, and other equipment.

• First to answer incoming Managed Services phone calls or tickets

• Triage criticality of tickets and work and/or assign appropriately within service levels

• Ensure no tickets are left without a response

• Continually improve their skillset through continuing education and/or gaining certifications

• Run already built reports for clients per direction of the Managed Services manager

• Work project tasks as assigned 

EDUCATION AND EXPERIENCE: 

• Associates degree preferably in a technical field and or equivalent experience.

• 0-2 years of direct computer-related work and customer service experience is required.

• Experience with Microsoft Operating Systems including Microsoft Server Operating Systems.

• Must understand the technical troubleshooting process.

• Must be able to manage workload in a manner that meets defined Service Level Agreements

• Experience in Linux, Unix, VMware and other operating systems a plus

• Experience in a healthcare environment a plus.

• Knowledge of Powershell or other scripting languages a plus
  

CERTIFICATIONS/LICENSES:

• MCSA (Microsoft Certified Solutions Associate) or MTA (Microsoft Technology Associate) is a plus.

• IT certifications in Microsoft, VMware or other network related fields is a plus.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:

• Reliable high-speed internet connection is required for all remote/hybrid positions. 

• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities. 

• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.