The Role
Provide first- and second-level technical support for healthcare IT systems through phone, email, and ticketing channels. Troubleshoot issues, triage and escalate tickets, document incidents, assist with system updates and user onboarding, and maintain knowledge resources. Collaborate with IT, Product, and Engineering teams to resolve complex problems, support customers, ensure compliance with IT policies, and improve support processes. Participate in on-call rotations and support queue monitoring.
Summary Generated by Built In
The Technical Services Engineer is responsible for delivering first- and second-level technical support for healthcare IT systems, ensuring timely resolution of user issues and maintaining high levels of customer satisfaction. The role works closely with cross-functional teams to troubleshoot, escalate, and resolve technical challenges while supporting system operations, compliance requirements, and continuous process improvement.
The Key Responsibilities are:
- Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues.
- Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.
- Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate team.
- Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.
- Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
- Assist with system updates, installations, and user onboarding for software and hardware.
- Contribute to continuous improvement of support processes and knowledge base.
- Ensure compliance with regulatory standards and internal IT policies.
- Support key customers, maintain positive relationships, and provide ongoing updates and guidance.
Requirements
Skills Required
- Bachelor's degree in IT, Healthcare Informatics, or a related field, or equivalent experience
- At least 1 year of experience in an IT support role
- Proven IT support experience, preferably in healthcare environments
- Fluency in French and English
- Excellent English communication skills
- Strong IT, networking, and general computer skills
- Hands-on experience with PC and server hardware and Linux/Windows command lines
- Experience troubleshooting complex applications and software products
- Proficiency in Windows 7 or later, Windows Server, and Linux system administration
- Familiarity with healthcare IT systems such as EMR and clinical software
- Knowledge of ticketing systems, ITIL-based support processes, and archival/storage media
- Strong troubleshooting, diagnostic, analytical, written, and verbal communication skills
- Ability to work under pressure, multitask, and participate in on-call rotations
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The Company
What We Do
CME is a multinational technology firm that specializes in turning modernization and AI into outcomes, helping enterprises transition from strategy to live systems. With over 650 engineers across eight locations, the company creates enterprise systems and scales AI to enable lasting transformation, having successfully delivered more than 350 large-scale projects.
