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. Requirements - 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. Preferred Skills: - 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. Originally posted on Himalayas