Healthcare IT Support Engineer (L1–L2) – On-Site

Altera Digital Health APAC; Mobile (AL); On-site; USD 37,195 - 41,328; Full time

Benefits offered by this job

On-site work environment

24x7 on-call rotation

Job summary

Altera Digital Health APAC is seeking a Support Consultant to deliver Level 1 and Level 2 technical support within a global Managed Services environment at Springhill Medical Center.

The role covers SQL data analysis, interface engines Cloverleaf and Mirth, and application configuration to ensure reliable system performance. This fast-paced position requires independent thinking, strong problem solving, and teamwork to maintain stability and ensure a positive client experience.

Qualifications

• Bachelor’s Degree in Healthcare Management, Business Administration, Finance, Information Systems, or related field (or equivalent experience).
• 0–2 years of experience in technical or application support.
• Experience troubleshooting functional, technical, or data-related issues.
• Exposure to working in a fast-paced, high-volume support environment.
• Experience supporting multiple applications or systems simultaneously.

Responsibilities

• Provide Level 1 & 2 support for client inquiries across global customers.
• Handle live calls, triage cases, and resolve technical issues in a timely manner.
• Track, document, and maintain accurate records of customer issues and resolutions.
• Follow standard operating procedures and support workflows.
• Diagnose and troubleshoot technical issues to identify root cause.
• Use effective probing techniques to gather relevant customer information.
• Resolve functional and technical issues or escalate when appropriate.
• Handle escalations for unresolved or complex cases.
• Support multiple applications and ensure proper functionality across systems.
• Assist with application configuration, setup, and maintenance activities.
• Participate in system updates, enhancements, and configuration changes.
• Validate system behavior post-configuration or deployment.
• Utilize SQL for basic data validation, troubleshooting, and issue analysis.
• Assist with data corrections, queries, and reporting needs.
• Support investigation of data-related issues across systems.
• Develop and execute SQL queries for data validation, troubleshooting, and analysis.
• Perform data analysis to identify trends, anomalies, and root causes of issues.
• Support data corrections, data reconciliation, and reporting needs.
• Assist with report writing and generation to support business and operational needs.
• Maintain a positive rapport with customers while resolving issues.
• Communicate clearly, professionally, and effectively with clients and internal stakeholders.
• Ensure high levels of customer satisfaction through responsive and quality support.
• Excellent written and verbal communication skills.
• Strong attention to detail and accuracy.
• Ability to work independently and in a team environment.
• Customer service-oriented mindset.
• Work effectively as an independent contributor and collaborative team member.
• Partner with cross-functional teams including integration, data, and application teams.
• Demonstrate initiative, critical thinking, and problem-solving skills.
• Continuously build technical expertise with mentorship and hands-on experience.

Skills

SQL basics

Data analytics

Customer support

Communication

Team collaboration

Problem solving

Education

Bachelor’s Degree in Healthcare/IS or related

Tools

Cloverleaf

Mirth

Job description

Altera Digital Health APAC is seeking a Support Consultant to deliver Level 1 and Level 2 technical support within a global Managed Services environment at Springhill Medical Center.

The role covers SQL data analysis, interface engines Cloverleaf and Mirth, and application configuration to ensure reliable system performance. This fast-paced position requires independent thinking, strong problem solving, and teamwork to maintain stability and ensure a positive client experience.