Support Engineer II

Werfen; Lliçà d'Amunt; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Werfen in Barcelona seeks a technically skilled specialist for the Digital Solutions Service team to install and configure our software across on-premise and cloud environments, supporting affiliates and distributors worldwide.

You will resolve network and software issues, train customers, coordinate with R&D and QA, and build strong client relationships while carrying out complex installations at client sites and creating service documentation. Travel internationally up to 25% is expected.

Formación

• Engineering: Engineer, Computer Science or other Technical degree, or equivalent work experience.
• At least 2 years of experience in technical service for applications running in on-premise and cloud environments.
• Knowledge of networking concepts, OSI layers, security and troubleshooting practices.

Responsabilidades

• Install and configure the Digital Solutions Software.
• Identify and resolve issues affecting customer’s network working closely with the hospital’s IT department.
• Perform required technical training sessions.
• Respond to and resolve client problems as they relate to technical software issues.
• Refer more complex problems to R&D and DF departments.
• Serve as liaison between the company and customers.
• Build customer relationships by keeping customers informed of how and when problems are resolved.
• Carry out complex installs at client sites.
• Create Service related documentation.

Conocimientos

English fluency

Customer facing

Networking

Troubleshooting

Communication

Travel readiness

Educación

Engineering/CS degree

Descripción del empleo

This position is part of the Digital Solutions Service team located in Barcelona that provides 2nd level support to Werfen Affiliates and distributors internationally on regards of Digital Solutions.

Key Accountabilities

• Install and configure the Digital Solutions Software.
• Identify and resolve issues affecting customer´s network working closely with the hospital’s IT department.
• Perform required technical training sessions.
• Respond to and resolve client problems as they relate to technical software issues.
• Refer more complex problems to R&D and DF departments.
• Serve as liaison between the company and customers.
• Build customer relationships by keeping customers informed of how and when problems are resolved.
• Carry out complex installs at client sites.
• Create Service related documentation.

Networking/Key relationships

To be determined based on department needs, to include interactions such as:

• Cooperating with the rest of the Digital Solutions Service team
• Development and QA teams
• Local Service teams
• Local Marketing teams
• WW Service
• PPSO (Product Privacy and Security Officer)

Minimum Knowledge & Experience required for the position:

• Education: Engineer, Computer Science or other Technical degree, or equivalent work experience
• Experience:
• At least 2 years of experience in technical service for applications running in on-premise and cloud environments.
• Additional Skills / Knowledge:
• Networking: Enterprise Network concepts. Network security. Firewalls. Intermediate Troubleshooting (Logs, monitoring tools, sniffers). OSI layers.
• Operating Systems: Configuration of OS's: Registry, drivers, workgroups. Log files troubleshooting. User management. Drive/disk management. Processes understanding. Licensing.
• Databases: Intermediate SQL commands. Check database Data status and healthyness. Database concept definitions: Schema, User, primary key… Understand different backup strategies and their use.
• Virtualization: Virtualization environment management. CPU, Disk space and Networking monitorization. Virtualization testing. Log troubleshooting and information gathering.
• Cloud: APIs understanding. SaaS, PaaS, IaaS. Cloud platform monitorization (Storage, CPU, Network).
• Communication Protocols: Communication protocol documentation understanding. Field identification. Intermediate troubleshooting. Conversation analyis. Acknowledge proceses. Middlewares functions basic understanding. OSI layers.
• Application/Web Servers: LAMP Applications understanding. General application monitorization (processes, CPU, disk space). User management. HTML, CSS, Appliction networking and access. Backup and recovery execution.
• Cybersecurity: Security in protocols. Basic data protection legislation knowledge (GDPR, HIPPA). Company processes for Cybersecurity. Incident Response.
• Hardware: Basic Hardware troubleshooting. Hardware functionality logging. Disk and memory management. Definitions: RAID, NAS, UPS… Manage hardware requirements.
• Knowledge of automation lines in laboratory environment would be a plus.
• Knowledge of ASTM and HL7 communication protocols would be a plus.

Skills & Capabilities:

The ideal candidate for this position will exhibit the following skills and competencies:

• Excellent communication skills and fluency in English (written and spoken) is mandatory.
• Be self-motivated, take initiative and be willing to lead technical presentations and discussions with affiliates and end-users in hospitals and laboratories.
• Proven customer-orientated background and able to work in a fast-paced environment.
• Available to travel internationally at least 25% of the time.