Support Engineer - Oneview Healthcare : Job Details

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 theOneviewproduct. 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 ismaintained,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 properly escalate unresolved incidents to the next level of support where required.

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

• Utilizeexcellent customer service skills to exceed customers' expectations and meet and exceed the set customer-specific service levelagreements.

• 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.

• Relevant work experience in a technical support, application supportor 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 ofMicrosoft Technologies -MSSQL, Web Applications, WindowsServerand AzureCloud Infrastructure.

• Scripting skills- PowerShellor similar

• Knowledge of enterprise monitoring tools -Datadogor similar

• Networking knowledge in Routing and Switching (VLAN, DHCP, DNS)

• Experience withAirwatchor any other Mobile device management tool isbeneficial.

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

• Enterprise AV/IPTV experienceis 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.