Application Support Analyst

Company: Intelerad Medical Systems
Location: Chapel Hill
Posted on: January 15, 2022

Job Description:

Company Description

Over the last 20 years, Intelerad has grown into a leader of the medical imaging software industry. Our distributed solutions play a vital role in the delivery of healthcare across 11 time zones and 3 continents. We take pride in being a world-class healthcare solutions company with more than 400 employees and over 1,000 customer sites. Our workplaces encourage growth and professional development.

We are Intelerad. Join us if you want to be the best version of yourself and make a difference in healthcare.

Job Description

The Intelerad Technical Support center is responsible for providing 24/7 support to our global customer base. Our clients are mission-critical healthcare organizations, including hospitals, imaging centers & clinics, and reading & teleradiology groups. Our customers count on us to help solve their most complex problems. Our commitment to ensure consistency and continuity in delivering critical care services has shaped our company's culture from the very beginning. We have a proven track record of being there when our clients need us, and for being proactive.

As an Application Support Analyst (L1), you will provide technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basis.

Respond to client problems (phone/portal) and actively monitor client sites:
Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
Log and document all incidents within a ticketing system and problems within ServiceNow
Analyse, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
Refer incidents to other parties when an incident is beyond your current skill-set;
Proactively monitor, document and fix problems or anomalies found at our clients' installations;
Manage and exceed customers' expectation by providing excellent service
Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
Versatility to rotation shift & pager scheduling;
Participate in sharing knowledge and publishing Knowledge articles

Training - a combination of in-house, external, and self-taught training is required. Our current requirements are the following:
Front-End Applications - Clario WL, InteleBrowser, InteleViewer, InteleConnect, EV, Peer Review, Smart Worklist, Digisonics, Lumedx and other Intelerad software modules: Thorough understanding of all applications
IntelePACS software - Good understanding of the basics (back end services)

Participate in any project deemed necessary by the organization.

Qualifications

Prerequisites
2 years of work experience in Windows administration and technical customer support and/or a tertiary degree in a computer related field
Knowledge of Microsoft Windows operating systems for Servers and Workstations
Excellent communication skills in English
Experience running queries in Microsoft SQL Server - an asset
Knowledge of Linux - an asset
Remote troubleshooting (ssh, VPN tunnels) - an asset
Experience in a medical and/or research environment - an asset

Desired Competencies
Highly motivated and customer focused
Excellent professional communication skills (verbal, and written)
Team oriented
Attention to detail
Strong problem solving skills
Enjoys flexible working hours
Remote server hardware diagnosis, an asset
MS SQL Administration, an asset

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minutes online assessment as part of your candidate application

Keywords: Intelerad Medical Systems, Chapel Hill , Application Support Analyst, Professions , Chapel Hill, North Carolina