Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow-ups until resolution, by respecting set service level agreements.
Act as a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents.
Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset into the supportability of the software and also provide fixes and/or workarounds to issues found in the field.
Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP).
Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2.
Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7).
Participate in any project deemed necessary by the organization.

Degree in computer science, engineering, or equivalent.
5-7 years of experience in client-facing roles focused on Technical Support in the Medical Software Field.
Linux OS administration expertise.
Experience running queries in SQL – an asset.
Networking troubleshooting expertise (Cloud Infrastructure).
Development experience with scripting languages (PHP, Perl, Python, etc…).
Ability to read code in other high-level languages.
Highly motivated to excel and committed to continual skills improvement.
Team-oriented with strong communication and interpersonal skills.
Creative thinker and practical problem solver.

Equal employment opportunity for all applicants, employees, and former employees.

PACS System Technology Specialist L2(Linux/DICOM/HL7) Full Time

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