Tier 3 Support Engineer

Avail Medsystems is a pioneering medical technology company that is reinventing how medical procedures are supported by industry and clinicians. We are committed to delivering HIPAA compliant real-time video conferencing solutions that improve the quality, and lower the cost, of procedural care delivery.

We are looking for a rock star Tier 3 Support Engineer to help us realize the mission of improving medical outcomes all while reducing cost for hospitals; these are critical problems to solve as we move forward in the transformation of health care.

We are data driven and milestone oriented. We are looking for self-starters, and good team players. Join us in our journey in improving healthcare.

Responsibilites:

  • Support hospital system clients located across USA
  • Coordinate with our logistics team to ensure on-time delivery and setup of hardware
  • Triage pre and post sales installed units
  • Manage updates & ensure smooth functioning of live deployed machines 
  • Act as a liaison to Avail engineering organization for the field
  • Ensure high quality video call capability and perform debugging when issues are found 
  • Work with hospitals and Avail field teams to configure firewalls / routers remotely
  • Provide detailed feedback on issues seen in the field to engineering team for troubleshooting and potential solution enhancements
  • Train colleagues and customers about the use of Avail
  • Travel flexibility for site visits including the Avail HQ
  • Location is in HQ

Qualifications (Required) 

The Qualifications and Experience You Will Bring to our Team:

  • 5+ years of Information Technology and support experience required
  • Solid understanding of TCP/UDP
  • Familiarity with macOS and Windows OS
  • Basic networking experience including wired and wireless networks
  • Good understanding of computer hardware and peripherals
  • Exceptional troubleshooting and diagnostic skills
  • Desire to assist non-technical coworkers with troubleshooting
  • Willing to participate in on-boarding of new employees
  • Need to be able to troubleshoot devices deployed in remote locations
  • Process orientation (Ability to break tasks into sequential steps)
  • Solid understanding of WebRTC
  • Audio and video protocol experience
  • Some types of credentialing (MCSE, CCNA, CompTIA Network+)
  • Ability to work independently, manage time
  • Need to be a self-starter and be able to work independently
  • Strong EQ, customer handling skills.
  • Ability to positively represent Avail Medsystems to all customers.

Qualifications (Desired)

  • Clinical background, familiarity with medical environment (surgery centers, operating rooms, sterile field procedures, etc.,)
  • Healthcare IT support background
  • Expert level troubleshooting skills
  • Some types of credentialing (MCSE, CCNA, CompTIA Network+)
  • Information Security and or privacy background
  • BS in computer engineering or equivalent
  • Knowledge of medical industry terms and standards (HIPAA, DICOM, PACS, etc)

 

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