senior Technical Support EngineerPaxeraHealth

Join our passionate team of professionals as we continue to grow!
We seek a talented and qualified professional who will embrace our culture of excellence, service and integrity.
PaxeraHealth is one of the best and brightest medical solutions companies to work for. We develop technologies that help manage millions of medical images every year. We're actively involved in shaping the industry and transforming technologies so radiologists and clinicians have what they need.
This position requires someone who is energetic and wants to be involved in a fast-paced and exciting environment with growth potential.
SUMMARY: The Technical Support Engineer (TSE) L2 will work directly with PaxeraHealth's customers to resolve advanced product issues that end-users and L1's face during the daily use and support of our family of products. The TSE-L2 will utilize his/her advanced IT knowledge of company products and programs to perform problem resolution, analyze and review logfiles, query the SQL DB and document in our CRM as customer communication while delivering a best in KLAS customer service experience. The TSE-L2 will effectively communicate with customers, Project managers, Implementations Engineers, Sales providing resolution or technical advice to help resolve external and internal Paxera product issues. The TSE-L2 is also responsible for maintaining a high-level of IT knowledge and working with both the L1, L3 and Implementations Engineers to expand and share their knowledge which will help to increase the team's overall problem resolution rates.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: * Acts as 2nd level advanced Paxera product software support to clients, L1 technical support and implementations.
Works to exceed customer's service expectations and deliver best in KLAS service.
Responds to user requests for service and investigates error messages to determine nature and extent of support needed.
Documents and escalates unresolved problem tickets to appropriate department for issue resolution.
Attends conferences, exhibitions and trade shows as needed to ensure technical issues are resolved timely.
Prepares weekly activity reports as needed for customer or sales.
Provides immediate notification to Technical Support Manager and team regarding major service failures or customer system outages.
Maintains training on PaxeraHealth's products, policies and procedures.
Maintains training on the latest technologies ensuring that own expertise and knowledge in the support, operation and installation of any application of Paxera products and programs is maintained.
Utilizes advanced tools to analyze network communication affecting the use of Paxera's applications.
Troubleshoots, configures and installs PaxeraHealth's family of products for clients and potential clients ensuring a high level of customer satisfaction is maintained.
Performs hardware/software upgrades to existing computer equipment as needed.
Provides proactive service based on system monitoring information.
Performs technical tasks in assisting with project implementation such as installing virtual machines, OSs and software and scripting
Helps clients to understand Paxera technologies in relation to imaging and clinical workflows.
Investigates appropriate areas of potential problems and elevates to L3 Support or to the TS Manager if resolution cannot be determined.
Works with TSE-L3 and Development on detailed documentation of problem tickets for resolution or submission of product enhancement request.
Works with 3rd party software vendors to resolve problems where Paxera's products are integrated.
Updates internal documentation and technical support content when after go lives changes are made to Paxera products and programs.
REQUIRED EDUCATION AND EXPERIENCE * Degree in Biomedical Engineering or similar or at least 3 years' related experience in a medical imaging organization or IT field or the combination of education and experience that provides the knowledge to enable successful performance of all aspects of the position.
Experience supporting and implementing PACS solutions and /or strong clinical background in medical imaging.
Working knowledge of healthcare standards: IHE, DICOM and HL7
Previous medical imaging experience working with large healthcare enterprises either directly as a member of the healthcare enterprise or a vendor of the healthcare enterprises.
Networking: TCP/IP protocol, Ethernet, WAN, LDAP, Active Directory, and any combination of 2 of the following- CCNA, MCSE, and Security certificates, etc.
Excellent communication skills: Written, verbal and listening.
In addition, experience in one or more of the following areas:
Shell scripts
HTML, XML, and Database SQL
Experience with administration of standard service such as: Apache, bind, Directory Server, NTP, NFS or OpenSSL
Network sniffing: Wireshark or tcpdump
Active Directory configuration and administration
PREFERRED EDUCATION AND EXPERIENCE
Biomedical Engineering/ medical software field
COMPETENCIES * Problem Solving/Analysis.
Understanding troubleshooting, installation and configuration processes of software, hardware, Cloud and Virtual technologies.
Requires experience with troubleshooting computer equipment, Operating systems and end user management.
Experience using Remote connection tools such as Terminal emulation, RDP, VNC or other tools.
Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
Requires the technical ability to independently perform all the duties of the position efficiently and effectively.
Communication Proficiency. Must have strong communication and training skills and be able to communicate technical information to non-technical users.
Customer/Client Focus.
Time Management/Organizational Skills.
Professional demeanor and friendly with a can-do / will-do attitude.
Collaboration/Teamwork Skills.
Flexibility.
Must exercise discretion with customer, employee and company confidential information.
TRAVEL
Travel occasionally as needed to client sites and to trade shows. Expected travel not to exceed 15%. Some international travel may be required.
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Philippines
Permanent
Full-time