Job Description Primary Function of Position:
As a Network Support Engineer, the individual will be the primary technical Subject Matter Expert (SME) who will provide end-to-end monitoring troubleshooting, and technical support for a wired and wireless network system and supporting various customer-based software applications and network, in a multi-tiered service support environment.
This role requires installing, configuring, and maintaining digital solutions for clinical video management, integrating with Electronic Medical Records (EMR), Picture Archiving and Communications (PACS), HL7, and DICOM systems.
This role requires strong network and IT troubleshooting skills and the ability to work collaboratively with customer hospital clinical and IT individuals, sales, and customer account teams, and across functional groups within the company.
This role will be heavily involved with the service operations teams to ensure uptime and reliability are meeting service agreement levels.
We are looking for individuals that are interested in utilizing their network and systems engineering and support skills and experiences to pivot from the traditional IT roles and responsibilities into a customer and product driven environment.
The ideal candidate will be a very good communicator, should be able to effectively troubleshoot over the phone, and enjoys working with a broad range of individuals with varying levels of skill sets supporting the network services of very complex medical products.
Roles and Responsibilities:
Read and inspect customer system installation reports (technical implementation handover checklist) to confirm readiness for support.
Perform remote system upgrades and maintenance inspections to ensure systems meet performance specifications.
Troubleshoot and resolve medical software, hardware, and network connectivity issues related to Intuitive's digital solutions.
Act as a liaison between customers and internal teams (Product Management, Engineering, and Sales).
Participate in conference calls with C-level executives, Net/Sec Engineers, Legal, and Clinical teams to answer technical questions.
Communicate product security, architecture, compliance, and data control features through presentations, meetings, and reports.
Maintain up-to-date documentation, including Field Activity Reports, Return Material Authorizations (RMAs), and Expense Reports.
Provide feedback to improve processes and increase operational efficiency.
Review and advise on system configurations, architecture diagrams, technical specifications, and designs.
Perform remote server installations and network/service configurations.
Provide guidance on LDAP configuration, SQL system administration, and troubleshooting.
Maintain accurate configurations of the installed base to ensure systems meet performance specifications.
Be familiar with network security infrastructure, threats, and vulnerabilities, and work to mitigate security threats.
Support engineering development, including off-hour verification testing when necessary.
Provide technical training and guidance to service operations and developers.
Support tradeshows and other business-related events, as needed.
Provide Tier 1 & 2 support by working closely with EU Customers and our internal Technical Support / Field Service / Clinical Sales teams to remotely analyze and troubleshoot complex network connectivity problems, user access, and general software application support.
Support pre and post sales activities as technical subject matter expert; this can include conference calls with C-level executives, DPO, Net/Sec Engineers, Legal, and Clinical to articulate and/or answer network, data, and security designs/questions about our product/services.
Responsible for completing customer’s request for information.
Ensure that cyber and data regulations required for a medical device are effective and in accordance with local market regulations.
Work closely with Product Support and Engineering to increase the product's effectiveness, usability, and serviceability of the device/application.
Gain a solid understanding of Intuitive products, services, and company’s policies, processes, and procedures.
Effectively use Intuitive business systems to process, record, document complaints and resolution, retrieve contact information, install base, and client system configuration information.
Support Engineering development work which may include off-hour verification testing.
Be able to execute ad-hoc projects as assigned.
Work collaboratively with the organization to achieve client business goals by providing essential job functions and able to recognize and drive key initiatives to support corporate/departmental goals.
Communicate product/service architectural design, security and data controls, compliance, and features and benefits of the product/service through meetings, presentations, and reports to customers.
Work within a Global Support Team to provide support over a wide range of time zones; a flexible work schedule is required.
Pre site verifications to prepare site for remote connection, telepresence.
Support system upgrades remotely, as per business needs.
Perform maintenance inspections as required to ensure system meets performance specifications.
Administrative duties, which include but are not limited to; Field Activity Reports, Return Material Authorizations, Expense Reports, etc.
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