System Support Analyst I

Intelerad; Adelaide; Remote; AUD 65,000 - 90,000; Full time

Job summary

Intelerad is seeking a System Support Analyst I to provide night‑shift remote technical support for InteleShare across hospital networks and imaging facilities. You will engage directly with customers by phone and portal, ensuring the system is configured correctly and maintaining high service levels.

The role emphasizes diagnosing complex issues in Windows, SQL Server, and related technologies, documenting incidents in ServiceNow, and guiding deployments through installation and configuration.

Qualifications

• 2+ years of experience in Windows administration and technical customer support.
• Excellent knowledge of Microsoft Windows operating systems for servers and workstations.
• Strong client-facing skills and excellent English communication.
• Ability to work remotely using secure connections and remote desktop tools.

Responsibilities

• Provide responsive technical support via phone and portal, monitoring client sites and resolving issues promptly.
• Diagnose and resolve complex issues related to software, Windows, SQL Server, and related technologies.
• Document incidents and problems in ServiceNow to support knowledge sharing.
• Install and configure InteleShare software for deployments and adjust configurations as needed.
• Prioritize work to meet SLAs and escalate where necessary to other teams.
• Contribute to knowledge base articles and participate in improvement projects.

Skills

Windows administration

Technical customer support

Job description

The System Support Analyst serves as the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. This remote position operates on a night shift schedule providing real-time technical support through substantial phone interaction and direct customer engagement. The role ensures InteleShare software is properly configured and operating effectively at all times, delivering timely resolution of technical issues while maintaining exceptional service levels and customer satisfaction.

Key Responsibilities: The Customer Support Analyst is accountable for delivering expert technical support and ensuring optimal system performance through the following priorities:

• Provide responsive technical support by addressing customer problems via phone and portal, actively monitoring client sites, and resolving cases in a timely manner while managing and exceeding customer expectations through excellent service delivery.
• Diagnose and resolve complex technical issues by analyzing root causes and troubleshooting challenging problems relating to software applications, Windows operating systems, SQL Server databases, and related technologies to restore system functionality and minimize downtime.
• Maintain comprehensive documentation by logging all incidents and problems within ServiceNow ticketing system, ensuring accurate records that support knowledge sharing and continuous improvement of support operations.
• Configure and deploy software solutions by installing and configuring InteleShare software to assist in customer deployments, editing configuration files, and ensuring systems meet customer operational requirements.
• Ensure service level compliance by prioritizing work based on service level agreements (SLAs), escalating incidents beyond current skill set to appropriate teams, and consistently meeting or exceeding Support specifications.
• Contribute to knowledge management by participating in knowledge sharing activities, publishing Knowledge Base articles, and supporting ad hoc projects to improve InteleShare support operations
• The hours for this role are Monday-Friday first shift (starting workday around 8am AEDT)

Qualifications

Qualifications & Experience

• 2+ years of experience in Windows administration and technical customer support
• Excellent knowledge of Microsoft Windows operating systems for both servers and workstations
• Demonstrated customer service excellence with strong client-facing skills
• Excellent verbal and written communication skills in English or equivalent
• Strong problem-solving and analytical abilities with high attention to problem description, detail, and impact
• Proven ability to work effectively under pressure in a client-facing environment
• Ability to work remotely using secure connections, phone, and remote desktop-sharing tools

Preferred Qualifications & Special Requirements

• Experience running queries in SQL databases
• Excellent knowledge of Mac OS
• Experience with SaaS or cloud environments
• Experience in medical or research environments, including familiarity with DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging systems, PACS (Picture Archiving and Communication System), or RIS (Radiology Information System)

This job description is not a comprehensive list of tasks or requirements and Intelerad reserves the right to change it at any time.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment

System Support Analyst I AUSTRALIA, Australia