L3 Technical Services Engineer

This is a remote position.

The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Responsibilities 

• Project coordination and task ownership while serving as the primary point of contact for customer communication and issue resolution.
  
• Serve as the primary implementation resource for client projects from kick-off through completion
  
• Second-level support for healthcare IT systems, including troubleshooting and resolving escalated 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 product or functional 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.
  
• Contribute to the continuous improvement of support processes and knowledge base.
  
• Ensure compliance with regulatory standards and internal IT policies.
  
• Support key customers and maintain positive relationships, providing updates and guidance as needed.
  

• 5+ years of experience in an IT support role
  
• Bachelor’s degree in IT, Healthcare Informatics, or related field, or equivalent experience.
  
• Proven IT support experience, preferably in healthcare or clinical environments.
  
• Strong customer relationship and call center support skills.
  
• Strong IT, networking, and general computer skills.
  
• Solid understanding and hands-on experience with PC and server hardware platforms and command lines on Linux and Windows.
  
• Experience troubleshooting complex applications and software products.
  
• Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration.
  
• Familiarity with healthcare IT systems, including EMR and clinical software.
  
• Experience with ticketing systems and ITIL-based support processes.
  
• Knowledge of archival and storage media.
  
• Excellent troubleshooting, diagnostic, and analytical skills. 
  
• Strong written and verbal communication skills.
  
• Ability to manage multiple tasks, work under pressure, and collaborate across teams.
  
• Flexibility to work varied hours and participate in on-call rotations.
  

• PACS/Radiology/DICOM/HL7 experience.
  Radiology workflow experience. 
  
• CompTIA Linux, RHCA, or RHCT certification.
  
• CCNA/CCNP certification.
  
• Proficiency in additional languages, particularly for EU or international regions.