Systems Support Analyst
Intelerad Medical Systems Incorporated
Sunbury-on-Thames, United Kingdom
6d ago

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location.

We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes.

Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia / Oceania in the 2021 Best in KLAS : Global Software (Non-US) report.

Purpose

As a Technical Support Analyst, you will provide support and guidance to our clients by answering their requests regarding both server-side and client-side applications and systems that will enable them to make a difference in their day-to-day operations and ultimately improve their delivery of patient care.

Responsibilities :

Provide excellent System Support services :

  • Respond to client problems (phone / tickets) and proactively monitor client’s installations;
  • Prioritize your workload based on client’s SLA and transfer tickets to proper department when required;
  • Analyze and troubleshoot the workflow of a complex integration of network devices, workstations and servers;
  • Log and document all incidents in the ITSM (ServiceNow and / or Jira) and fix client’s problems;
  • Perform database maintenance using SQL statements;
  • Edit configuration files on Linux servers or troubleshoot applications on remote workstations running Microsoft Windows;
  • All the work is done remotely through secure connections and via phone and remote desktop-sharing.

    Once trained, stay proactively informed and trained on the following to ensure an excellent level of service and expertise :

  • Back-End Architectures
  • IntelePACS software
  • 3rd party integration
  • Pre-requisites :

  • Experience in a customer service or technical support role
  • A minimum of 3 years of professional work experience in Linux system and network administration
  • Remote troubleshooting (ssh, VPN tunnels)
  • Basic knowledge of SQL databases (Sybase, MySQL, postgresql)
  • Microsoft Windows (basic workstation configuration and troubleshooting)
  • Knowledge of a scripting language (such as Perl, python or shell) is an asset
  • Experience with TCP / IP, network security, IPSec or VPN is an asset
  • Competencies :

  • Excellent communication skills (verbal and written, English is mandatory)
  • Highly motivated and team oriented
  • Client-oriented
  • Attention to detail and strong problem solving skills
  • Ability to work under pressure
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