Senior Network Support Engineer (Tier 2) - Digital Solutions

Intuitive; Georgia; On-site; USD 90,000 - 140,000; Full time

Job summary

Intuitive, a global leader in robotic-assisted surgery, seeks a Network Support Engineer 4 to support Tier 2 networking across platforms and digital products. You will work with clinical and IT personnel at customer hospitals and with Product Support and Engineering to enable new product introductions and reliable uptime.

Reporting to the Director of Digital Technical Support, you will tackle complex database and network issues, collaborate on IT/security assessments, and contribute to

Qualifications

• Self-motivated with high energy and focus on delivering a world-class customer experience.

Responsibilities

• Act as SME for technical specs and requirements for digital solutions with customers and internal teams.
• Provide Tier 2/advanced support for pre-sales and technical implementations of digital solutions.
• Provide 1st/2nd tier support for networked solutions with Field Service, Customer Service, and Technical Support.
• Record, track, and manage complaints using Intuitive's business systems.
• Lead projects and initiatives relating to digital product support.
• Create and maintain Active Directory accounts and PKI certificates.
• Guide IT/security assessments for customers as needed.
• Connect to Intuitive Hub VM and networked solutions to diagnose issues.
• Oversee and implement new configurations, upgrades across networked solutions.
• Liaise with local/corporate teams on new product introductions and upgrades.
• Work with Product Support and Engineering to increase product effectiveness and serviceability.
• Create and maintain service/departmental procedural documentation.
• Other tasks associated with support for digital products as assigned by manager.

Job description

Intuitive, a global leader in robotic-assisted surgery, seeks a Network Support Engineer 4 to support Tier 2 networking across platforms and digital products. You will work with clinical and IT personnel at customer hospitals and with Product Support and Engineering to enable new product introductions and reliable uptime.

Reporting to the Director of Digital Technical Support, you will tackle complex database and network issues, collaborate on IT/security assessments, and contribute to