Support Engineer

Oneview Healthcare; St. Louis (MO); On-site; USD 40,000 - 70,000; Full time

Job summary

OneviewHealthcare is seeking a customer-oriented technical support specialist for our global SaaS platform. You will be the first line of support, resolving hardware and software issues and ensuring customer value is maintained.

You will interact with healthcare institutions and provide timely, accurate assistance to sustain service levels. You should be a fast learner with strong troubleshooting, capable of handling a 24/7 support pattern including weekends and holidays.

Qualifications

• Experience in technical support or SaaS support environment.
• Ability to work in a team or independently with high first-line resolution.
• Fast learner and self-starter with curiosity to understand software details.
• Strong debugging and testing skills with proposed solutions.
• Relevant qualification in Computer Science or similar discipline and/or 3+ years experience.
• Knowledge of Microsoft technologies including MSSQL, Web Apps, Windows Server and Azure.

Responsibilities

• Provide 1st and 2nd level technical support to global users.
• Resolve hardware and software issues with accuracy and timeliness.
• Monitor incident trends through logs and escalate when needed.
• Document root cause and ensure 100% customer satisfaction on tickets.
• Follow up with customers and provide feedback throughout resolution process.
• Support knowledge growth and help desk procedures.

Skills

Customer support

SaaS support

Troubleshooting

PowerShell

Datadog

Networking

Azure

Education

Computer Science or related discipline

Tools

MSSQL

Web Applications

Windows Server

Azure Cloud Infrastructure

Datadog

Job description

OneviewHealthcare is a global software company, working with hospitals and senior care facilities around the world.Our platform helps caregivers to make real-time care decisions while improving care coordination and workflows.AtOneview, we empower patients to become active participants in their own health care.With hospital installations all over the globe, we know what it takes to organize systems, data, and people to add value and improve the quality of the healthcareexperience.

The Role:

The successful candidate will be a customer-oriented individual who is passionate about the Oneview product. You will be the first line of support and will solve technical problems andprovidesupport for all assigned areas. The goal is to make sure that customer value is maintained, and service level commitments are consistently met.

Responsibilities & Accountabilities:

• Assuring allOneviewHealthcare customers areprovidedefficient,friendlyandtimelysupport.

• Provide 1st and 2nd leveltechnical (Hardware and Software)support toOneview’sglobal users, typically interacting with the internal technology support function at healthcare institutions, inan accurate,efficient,andtimelymanner.

• Monitoring and Log analysis to identify problemtrends.

• Assist customers in the triage and problem-solving process and properlyescalate unresolved incidents to the next level of support where required.

• Follow up with customers,providefeedback and see problems through toresolution.
  

• Utilize excellent customer service skills to exceed customers’ expectations and meet and exceed the set customer-specific service level agreements.
  

• Perform quality assurance testing as necessary with the other technology teams.
  

• Ensure the documentation of the root cause is recorded in the tickets and incidents are closed with 100% customer satisfaction.
  

• Participate in growing knowledge of help desk procedures,productsandservices.
  

Requirements:

• Relevant work experience in a technical support, application support or similarSaaSsupport environment

• Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks with a high percentage of first line resolution.

• Fast learner and self-starter, eagerness to learn the technical details of how our software works.
• Good troubleshooting skillsets and proven experience of testing proposed solutions.
• Relevant qualification in Computer Science or similar related discipline and/or a minimum of 3+years relevant work experience.

• Knowledge of Microsoft Technologies -MSSQL, Web Applications, WindowsServer and Azure Cloud Infrastructure.

• Scripting skills - PowerShell or similar
• Knowledge of enterprise monitoring tools – Datadogor similar
• Networking knowledge in Routing and Switching (VLAN, DHCP, DNS)

• Experience with Airwatch or any other Mobile device management tool is beneficial.

• Knowledge ofHealthcareSystem,HL7standardsandintegration engines (Mirth)is beneficial.

• Enterprise AV/IPTV experience is beneficial.

• Excellent interpersonal communication skills including flexibility with a diverse customer base across the world.

• Fluent English, both verbally and in writing
• Applicants must be flexible to work within our rotating shift patterns – including weekend work andPublicHolidays.
  
• Please note: This is shift working pattern so we are looking for people who are available out side of normal hours and possible weekend work as we operate a 24hour Support Model.