Support Engineer

Oneview Healthcare is a global software company, working with hospitals and senior care facilities around the world. Our platform helps caregivers to make real-time care decisions while improving care coordination and workflows. At Oneview, we empower patients to become active participants in their own health care. With hospital installations all over the globe, we know what it takes to organize systems, data, and people to add value and improve the quality of the healthcare experience. 

The Role:

The successful candidate will be a customer-oriented individual who is passionate about the Oneview product. You will be the first line of support and will solve technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained, and service level commitments are consistently met.

Responsibilities & Accountabilities:

• Assuring all Oneview Healthcare customers are provided efficient, friendly and timely support.

• Provide 1st and 2nd level technical (Hardware and Software) support to Oneview’s global users, typically interacting with the internal technology support function at healthcare institutions, in an accurate, efficient, and timely manner.

• Monitoring and Log analysis to identify problem trends.

• Assist customers in the triage and problem-solving process and properly escalate unresolved incidents to the next level of support where required.

• Follow up with customers, provide feedback and see problems through to resolution.

• Utilize excellent customer service skills to exceed customers’ expectations and meet and exceed the set customer-specific service level agreements.

• Perform quality assurance testing as necessary with the other technology teams.

• Ensure the documentation of the root cause is recorded in the tickets and incidents are closed with 100% customer satisfaction.

• Participate in growing knowledge of help desk procedures, products and services.

Requirements:

• Relevant work experience in a technical support, application support or similar SaaS support environment

• Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks with a high percentage of first line resolution.

• Fast learner and self-starter, eagerness to learn the technical details of how our software works.

• Good troubleshooting skillsets and proven experience of testing proposed solutions.

• Relevant qualification in Computer Science or similar related discipline and/or a minimum of 3+

years relevant work experience.

• Knowledge of Microsoft Technologies - MSSQL, Web Applications, Windows Server and Azure Cloud Infrastructure. 

• Scripting skills - PowerShell or similar 

• Knowledge of enterprise monitoring tools – Datadog or similar

• Networking knowledge in Routing and Switching (VLAN, DHCP, DNS)

• Experience with Airwatch or any other Mobile device management tool is beneficial.

• Knowledge of Healthcare System, HL7 standards and integration engines (Mirth) is beneficial. 

• Enterprise AV/IPTV experience is beneficial. 

• Excellent interpersonal communication skills including flexibility with a diverse customer base across the world.

• Fluent English, both verbally and in writing

• Applicants must be flexible to work within our rotating shift patterns – including weekend work and Public Holidays.

 Please note: This is shift working pattern so we are looking for people who are available out side of normal hours and possible weekend work as we operate a 24hour Support Model.