Support Engineer (Direct Hire | Onsite – St. Louis, MO)

The successful candidate will be a customer-oriented individual passionate about the product. This is a Support Engineer role, onsite in St. Louis and offered as a Direct Hire opportunity. You will be the first line of support, solving technical problems and providing support for all assigned areas. The goal is to ensure that customer value is maintained, and service level commitments are consistently met.

Responsibilities & Accountabilities:

• Assuring all customers are provided efficient, friendly and timely support. 

• Provide 1st and 2nd level technical (Hardware and Software) support to global users, typically interacting with the internal technology support function at healthcare institutions, in an accurate, efficient, and timely manner.

• Monitoring and log analysis to identify problem trends.

• Assist customers in the triage and problem-solving process and properly escalate unresolved incidents to the next level of support where required.

• Follow up with customers, provide feedback and see problems through to resolution.

• Utilize excellent customer service skills to exceed customers’ expectations and meet and exceed the set customer-specific service level agreements.

• Perform quality assurance testing as necessary with the other technology teams.

• Ensure the documentation of the root cause is recorded in the tickets and incidents are closed with 100% customer satisfaction.

• Participate in growing knowledge of help desk procedures, products and services.

Requirements:

• Relevant work experience in a technical support, application support or similar SaaS support environment.

• Ability to work as part of a team or to work unsupervised and take responsibility for the completion of tasks with a high percentage of first line resolution.

• Fast learner and self-starter, eagerness to learn the technical details of how our software works.

• Good troubleshooting skillsets and proven experience of testing proposed solutions.

• Relevant qualification in Computer Science or similar related discipline and/or a minimum of 3+ years relevant work experience.

• Knowledge of Microsoft Technologies - MSSQL, Web Applications, Windows Server and Azure Cloud Infrastructure.

• Scripting skills – PowerShell or similar.

• Knowledge of enterprise monitoring tools – Datadog or similar.

• Networking knowledge in Routing and Switching (VLAN, DHCP, DNS).

• Experience with Airwatch or any other Mobile Device Management tool is beneficial.

• Knowledge of Healthcare System, HL7 standards and integration engines (Mirth) is beneficial.

• Enterprise AV/IPTV experience is beneficial.

• Excellent interpersonal communication skills including flexibility with a diverse customer base across the world.

• Fluent English, both verbally and in writing.

• Applicants must be flexible to work within rotating shift patterns – including weekend work and public holidays.