[Remote] Technical Support Engine PACS

Note: The job is a remote job and is open to candidates in USA. Dice is hiring a Technical Services Engineer, PACS to provide expert technical support for healthcare IT users and customers. The role focuses on troubleshooting and resolving PACS-related issues, coordinating customer-facing projects, supporting system updates and integrations, ensuring regulatory compliance, and improving support processes and customer experience. Responsibilities • Serve as the primary PACS technical support resource for customer healthcare IT projects • Provide second-level support for PACS and healthcare IT systems, troubleshooting and resolving escalated technical issues • Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner • Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution • Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues • Monitor and triage support queues, assigning tickets to the appropriate product or functional teams • Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system • Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts • Ensure compliance with healthcare regulatory standards and internal IT policies • Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance • Deliver product and service training to administrators, service-level users, and customers as needed • Perform DeepHealth PACS system updates, upgrades, and maintenance activities • Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions • Integrate and support solutions within public cloud environments and DeepHealth platforms • Design, implement, document, and support technical solutions that meet customer and organizational requirements • Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success • Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency • Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements • Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors • Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance • Follows all local, regional and country laws concerning employment • Follows all DeepHealth policies and procedures • Follows data privacy, compliance, safety and confidentiality standards at all times • Practices universal safety precautions • Promotes good public relations on the phone and in person • Adapts and is willing to learn new tasks, methods, and systems • Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines • Completes job responsibilities in a quality and timely manner Skills • Bachelor's degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience • Minimum of 5 years of experience in IT support roles • Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role • Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server) • Strong Linux system administration and command-line experience • Experience with MSSQL database management and relational database technologies • Strong understanding of networking concepts, troubleshooting, and infrastructure support • Experience supporting RIS, DICOM, HL7, EMR, and other healthcare IT systems • Proven experience troubleshooting complex software applications and healthcare technology solutions • Experience with public cloud environments and cloud-based integrations • Familiarity with scripting, data serialization, and reporting tools such as SSRS • Strong troubleshooting, analytical thinking, and critical problem-solving skills • Experience using ticketing systems and ITIL-based support processes • Strong customer service, relationship management, and call center support experience • Excellent written and verbal communication skills with both technical and non-technical audiences • Ability to manage multiple priorities and work effectively under pressure • Ability to collaborate effectively across cross-functional technical and business teams • Flexibility to work varied schedules and participate in on-call rotations as required • Strong understanding of PC/server hardware platforms and general IT infrastructure • Professional communication and interpersonal skills required for internal and external customer interactions • This position may require occasional travel • This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking • Also, must be able to lift up to 10 pounds occasionally • CCNA or CCNP certification • CompTIA Linux+, RHCA, or RHCT certification • Radiology workflow experience • Experience in healthcare or clinical IT environments • Advanced knowledge of healthcare imaging and workflow technologies Benefits • Remote work arrangement Company Overview • Dice offers a marketplace that enables direct connections between recruiters and technologists. It was founded in 1990, and is headquartered in Centennial, Colorado, USA, with a workforce of 201-500 employees. Its website is https://www.uk.dice.com.