About the role

Technical Support Specialist providing remote technical assistance to clients. Resolving technical issues and supporting healthcare technology for improved patient care.

Responsibilities

Field incoming technical support requests from client via both telephone, email, self-service, web and resolve issues in a timely manner
Review documents, workflow and plans for support with customers/vendors
Update and maintain documents within a structured knowledge base
Coordinate monitoring and tracking of issues and resolutions in our centralized ITSM support tool
Conduct configuration changes in client platform instances
Troubleshoot and resolve issues in regards to interface and information exchanges
Provide status updates and reports on current state of issues
Manage and action all the IT alerts on time
Able to monitor and diagnose application and infrastructure programs
Perform timely technical and management escalations for outstanding issues and service requests
Able to work on IT related projects and roll-outs
Work shifts (24/7) and be available for rotating off-hours and on-call duties
Ensure the KPI targets are met on every month
Learn something new using PD days and apply the knowledge at work.

1 to 3+ years experience in Technical Support environment
Post secondary degree in Computer Science or a related field
Strong troubleshooting skills with the ability to investigate issues across application infrastructure and integration layers
Excellent written and verbal communication skills
Familiarity with ITIL-aligned incident, problem and change management practices (ITIL Foundation certification is an asset)
Experience working with ITSM tools (e.g. TOPdesk, ServiceNow, Freshdesk) and processes
Experience with Basis SQL querying and data troubleshooting
Experience with APIs and integrations (REST/JSON)
Familiarity with Authentication and identify systems (e.g. ADFS, SSO, OAuth)
Experience with Cloud hosted environments (e.g. Google Cloud)