Job Description
Purpose As a System Support Analyst, you will provide support and guidance to our clients by answering their requests regarding both server-side and client-side applications and systems that will enable them to make a difference in their day-to-day operations and ultimately improve their delivery of patient care.
Responsibilities Provide excellent System Support services: Respond to client problems (phone/tickets) and proactively monitor client's installations; Prioritize your workload based on client's SLA and transfer tickets to the proper department when required; Analyze and troubleshoot the workflow of a complex integration of network devices, workstations, and servers; Log and document all incidents in the ITSM (ServiceNow and/or Jira) and fix client's problems; Perform database maintenance using SQL statements; Edit configuration files on Linux servers or troubleshoot applications on remote workstations running Microsoft Windows; All the work is done remotely through secure connections and via phone and remote desktop-sharing. This role also requires work outside of regular work hours (on-call) with a rotating shift schedule.
Stay proactively informed and trained on the following to ensure an excellent level of service and expertise:
Back-End Architectures IntelePACS software 3rd party integration Qualifications Employment Prerequisites Experience in a customer service or technical support role; A minimum of 2 years of professional work experience in Linux system and network administration; Remote troubleshooting (ssh, VPN tunnels); Basic knowledge of SQL databases (Sybase, MySQL, PostgreSQL); Microsoft Windows (basic workstation configuration and troubleshooting); Knowledge of a scripting language (such as Perl, Python, or shell) is an asset; Experience with TCP/IP, network security, IPSec, or VPN is an asset. Desired Competencies Excellent communication skills (verbal and written, English is mandatory); Highly motivated and team-oriented; Client-oriented; Attention to detail and strong problem-solving skills; Ability to work under pressure. Additional Information All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.
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