Application Support Analyst - (L2)-Pacs

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.

We pride ourselves in identifying talented, driven professionals who are ready to hit the ground running with creative problem-solving skills and an innovative mindset. Our culture demands Grit, Humility, Integrity, Results Orientation, a Winning Attitude, and a strong Drive to Excellence.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

The Application Technology Specialist will report directly to the Technical Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The Application Technology Specialist is responsible for solving problems, sharing technical expertise and product experience. This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the Application Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.

Accountabilities

Major accountabilities

%

Provide excellent Support services:

• Respond to client problems (phone/tickets);
• Act as a technical point contact/go to person to assist and guide staff throughout the troubleshooting process, product knowledge and processes ramp up within the assigned Team.
• Mentor junior and other colleagues to further develop technical and soft skills;
• Log and document all incidents in the ITSM (ServiceNow and/or Jira) and resolve client problems;
• Prioritize your workload based on established SLA and priority;
• Analyze and troubleshoot the workflow of a complex integration of network devices, workstations, servers and software;
• Participate in software requirements reviews as well as design reviews with a particular mindset into the supportability of the software.

70%

• Proactively acquire practical experience with new features in line with product’s branch availability.
• Be available for urgent escalations reported by the support team that can occur after your regular work schedule (Exceptionnaly).
• Provide input into the creation of Knowledge Documentation to be published in the client portal to give valuable information to our clients.
• Participate in the creation and maintenance of Knowledge articles used internally.
• Participate in any project deemed necessary by the organisation

30%

Qualifications

Employment Prerequisites

Prerequisite

A minimum of 5 + years of professional work experience related field

Remote troubleshooting (ssh, VPN tunnels)

Knowledge of SQL databases (Sybase, MySQL, postgresql) is an asset

Advanced knowledge of Microsoft Windows (workstation configuration and troubleshooting)

Knowledge of a scripting language (such as Perl, python or shell) is an asset

Experience with TCP/IP, network security, IPSec or VPN is an asset

Desired Competencies

Competencies

Excellent communication skills (verbal and written, English is mandatory)

Highly motivated and team oriented

Client-oriented

Attention to detail and strong problem solving skills

Ability to work under pressure

Self-directed Learning

Additional Information

You will be required to take an assessment upon applying

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.