Provide excellent System Support services:
Respond to client problems (phone/tickets) and proactively monitor client’s installations;
Prioritize your workload based on client’s SLA and transfer tickets to proper department when required;
Analyze and troubleshoot the workflow of a complex integration of network devices, workstations and servers;
Log and document all incidents in the ITSM (ServiceNow and/or Jira) and fix client’s problems;
Perform database maintenance using SQL statements;
Edit configuration files on Linux servers or troubleshoot applications on remote workstations running Microsoft Windows;
All the work is done remotely through secure connections and via phone and remote desktop-sharing.
This role also requires work outside of regular work hours (on-call).
Stay proactively informed and trained on the following to ensure an excellent level of service and expertise:
Back-End Architectures
IntelePACS software
3rd party Integrations
Employment Prerequisites:
Experience in a customer service or technical support role
A minimum of 3 years of professional work experience in Linux system and network administration
Remote troubleshooting (ssh, VPN tunnels)
Knowledge of SQL databases (Sybase, MySQL, postgresql)
Microsoft Windows (basic 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:
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
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