AddressCompany Description
Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Solving problems and revolutionizing healthcare is the reason Intelerad was founded. For almost 20 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with over 400 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting.
We provide a workplace that encourages teamwork, promotes well-being, autonomy, and creativity.
We are Intelerad. Join us if you care to make a difference in healthcare.
Purpose
As an System Support Analyst, 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.
Accountabilities
Respond to client problems (phone/portal) and actively monitor client sites:
- Log and document all incidents within a ticketing system and problems within JIRA;
- Investigate problems with software applications, diagnose root causes, identify known errors;
- 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
Stay proactively informed and trained on the following to ensure an excellent level of service and expertise:
- Front-End Applications
- IntelePACS software
- 3rd party applications
- Linux
- Voice Recognition Software
- Peripheral devices
Qualifications
Pre-requisites
- 3 years of work experience in Linux administration and technical customer support
- Knowledge of Linux operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written)
- Experience running basic queries in Microsoft SQL Server 2008 - 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
- Excellent customer service skills
- Excellent problem solving & analytical ability
- Displays high attention to problem description, detail, and impact
- Ability to work under pressure
Additional Information
- Competitive salaries
- Corporate bonus program
- Employee recognition program
- Employee referral program
- Flexible hours
- Comprehensive insurance plan
- Training & skills upgrading
- Social events
- Dynamic culture
