Tier 1 Tech Support

INFINITT North America

Job Description: Tier 1 Tech Support Engineer 

INFINITT is headquartered in NJ.   This position is remote US and / or Canda based.  If local, you have the option to go into the office.

An INFINITT Tier 1 Tech Support Engineer is a crucial member of the Technical Support team at INFINITT North America.  This role, like all technical roles at INFINITT, is entrenched in the medical industry and knowledge of PACS (Dicom transfer and compression, modality worklist, etc.) and related concepts is crucial.  This position is the front line of support for our customers (imaging centers, hospitals, health care facilities of all kinds) where you will be fielding inbound issues via our web-based ticketing system. In today’s “software as a service” industry, system uptime is of the upmost importance.  The Tier 1 Team will work closely with our Tier 2, Senior Engineering and Software Teams that share a primary goal of keeping our customers up and running to ensure their patients get the best care via our response time.
 

Principle Functions:

• Troubleshooting: Thorough research into logs and other resources to fully resolve reported issue. Often it requires collaborative effort with colleagues and other teams to follow issue through to resolution.
• Analysis: Looking for a candidate that is highly analytical and has the desire to push the boundaries of their knowledge.  Someone who will reverse engineer technology to understand it better and come to the root cause. 
• Ticket Maintenance: Utilizing web-based ticketing system to troubleshoot issues brought to us from the customer via the ticket portal, email or phone call. The ticketing system allows you to communicate directly with the customer and for them to provide screen shots or error messages to assist in quicker resolution of the reported issue.
• Timely Resolution of various issues daily with a focus on customer satisfaction and understanding of urgency in a medical environment.
• Escalation: Determining when to escalate critical or difficult issues. Having the documentation of troubleshooting and findings to present to other departments for escalation. 
• Updating and Providing Reassurance to customers during difficult issues. Providing updates to open tickets assuring them their issue is still being worked on, so they don’t feel their issue has been forgotten.
• Sense of Urgency when working closely with hospitals, clinics, and healthcare systems where urgency may directly affect patient care, which is our highest priority.
• Outstanding Customer Service to all of our customers. Developing strong rapports and relationships with our clients, addressing their needs with concern, empathy, and sensitivity, and maintaining a sense of excellence and professionalism while handling each issue delicately
• Excellence in Communication: Strong and effective communication skills, both written and verbal, to understand and express complex issues and solutions.
• Paid On-Call Shift Rotation: The On-Call shift would begin roughly 3-4 months after employment begins.  Oncall period is a week-long and rotated among several staff members in the Technical Teams.

Essential Experience 

• Ability to solve complex problems related to PACS software implementation, compatibility/bug issues, etc. and documenting root cause in ticket. 

Essential Characteristics 

The candidate must be professional and team-oriented with the ability to wear several hats on a quickly growing team.   He/she must possess the ability to problem solve by thinking “outside of the box”, have the personality to remain calm and maintain composure during high pressure or chaotic situations.  The candidate must be able to transform themselves based on their audience and placate various skill levels with technology.  The candidate must be able to think quickly on their feet, exercising excellent judgment to know when to escalate when issue presents out of their comfort or knowledge level.  

The candidate should possess the following qualities: