Job description
Job Summary
- 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.
- 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.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other