Sr.Engineer Technology Services

Bounteous; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

A digital transformation consultancy in Hyderabad is seeking a skilled IT Support Analyst with experience in L1/L2 support for healthcare applications. The ideal candidate will manage user access, troubleshoot issues, and support application functionalities. A Bachelor's degree in Computer Science and familiarity with healthcare IT compliance frameworks are preferred. This full-time role offers the opportunity to work in a dynamic team focused on effective IT solutions.

Qualifications

• 3–5 years of experience in an L1/L2 Service Desk or Application Support role in a healthcare IT environment.
• Working knowledge of ITSM tools and ticketing systems.
• Familiarity with EHR/EMR systems is a strong advantage.

Responsibilities

• Provide Level 1 and Level 2 support for end-user issues related to healthcare applications.
• Respond to incidents via calls, emails, tickets, and chat.
• Support application go-lives, upgrades, and maintenance windows.

Skills

User access management

Troubleshooting

Communication

Analytical skills

Education

Bachelor’s degree in Computer Science

Tools

Active Directory

ServiceNow

Job description

Bounteous is a premier end-to-end digital transformation consultancy dedicated to partnering with ambitious brands to create digital solutions for today’s complex challenges and tomorrow’s opportunities. With uncompromising standards for technical and domain expertise, we deliver innovative and strategic solutions in Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing.

Our Co-Innovation methodology is a unique engagement model designed to align interests and accelerate value creation. Our clients worldwide benefit from the skills and expertise of over 4,000+ expert team members across the Americas, APAC, and EMEA. By partnering with leading technology providers, we craft transformative digital experiences that enhance customer engagement and drive business success.

Information Security Responsibilities

• Promote and enforce awareness of key information security practices, including acceptable use of information assets, malware protection, and password security protocols
• Identify, assess, and report security risks, focusing on how these risks impact the confidentiality, integrity, and availability of information assets
• Understand and evaluate how data is stored, processed, or transmitted, ensuring compliance with data privacy and protection standards (GDPR, CCPA, etc.)
• Ensure data protection measures are integrated throughout the information lifecycle to safeguard sensitive information

Job Description

We are seeking a skilled and customer-focused IT Support Analyst to join our dynamic team in the healthcare domain. The ideal candidate will have hands-on experience providing L1/L2 support, managing user access, and supporting healthcare applications. This role involves working closely with end-users, clinical staff, and internal IT teams to ensure timely issue resolution and maintain operational continuity across healthcare systems.

Key Responsibilities

• Provide Level 1 and Level 2 support for end-user issues related to healthcare applications, systems, and infrastructure.
• Respond to incidents via calls, emails, tickets, and chat, ensuring timely acknowledgement and resolution.
• Perform initial triaging, basic troubleshooting, and escalate unresolved issues as needed to higher-level teams.
• Handle access management tasks such as account provisioning, de-provisioning, role changes, and permissions based on security and compliance guidelines.
• Support application go-lives, upgrades, and maintenance windows, ensuring minimal disruption to end users.
• Maintain knowledge base articles, SOPs, and ensure documentation is kept up to date.
• Collaborate with clinical and non-clinical departments to understand workflow impacts and provide effective IT solutions.
• Ensure adherence to HIPAA and organizational data privacy and security policies.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 3–5 years of experience in an L1/L2 Service Desk or Application Support role, preferably in a healthcare IT environment.
• Working knowledge of Active Directory, ITSM tools (like ServiceNow, Remedy), and ticketing systems.
• Familiarity with EHR/EMR systems is a strong advantage.
• Hands-on experience with access management processes.
• Strong analytical, troubleshooting, and communication skills.
• Ability to work in rotational shifts or on-call support as required.

Preferred Skills

• Understanding of healthcare IT compliance frameworks (HIPAA).
• Experience with remote desktop tools and support platforms.
• ITIL Foundation certification or similar is a plus.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting