Job Title: Network Support Engineer
We are seeking a highly skilled Network Support Engineer to join our team at Intuitive. As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference.
The ideal candidate will have a strong background in network and systems engineering, with experience in troubleshooting and resolving medical software, hardware, and network connectivity issues related to Intuitive's digital solutions.
Key Responsibilities:
* Provide end-to-end monitoring, troubleshooting, and technical support for wired and wireless network systems and supporting various customer-based software applications and networks.
* Install, configure, and maintain digital solutions for clinical video management, integrating with Electronic Medical Records (EMR), Picture Archiving and Communications (PACS), HL7, and DICOM systems.
* Troubleshoot and resolve complex network connectivity problems, user access, and general software application support.
* Work collaboratively with customer hospital clinical and IT individuals, sales, and customer account teams, and across functional groups within the company.
* Act as a liaison between customers and internal teams (Product Management, Engineering, and Sales).
* Communicate product security, architecture, compliance, and data control features through presentations, meetings, and reports.
Technical Expertise & System Configuration:
* 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.
Qualifications:
* Bachelor's degree in computer science, engineering, or related discipline; or 5+ years equivalent experience acceptable working in a customer support center environment, preferably in the medical device industry.
* Windows Operating System and server administration experience.
* Experience in hardware/software installation and configuration.
* Proven ability to support SQL databases, LDAP configurations.
* Experience collaborating with Product Support and Engineering teams.
* Familiarity with service level agreements (SLAs) and regulatory compliance for healthcare IT.