Technical Support Engineer 1

Technical Support Engineer 1

Technical Support Engineer 1


Job Code: 569
Division: Vital Images
Location: MINNETONKA, MN US
Travel Involved: --
Job Type: Full Time
Job Level: Entry
Education: Bachelors Degree or Equivalent
Skills:
Category: Technical Support
Compensation:

Position Summary:
COMPANY OVERVIEW:
Vital, A Toshiba Medical Systems Group
Company, is a market leader in advanced visualization software
solutions for physicians and healthcare specialists. The company's
sophisticated technology gives radiologists, cardiologists,
oncologists and other medical specialists’ productivity and
communications tools that can be accessed throughout the enterprise
and via the Web, anytime, anywhere to improve patient diagnosis and
outcomes. Vitrea® software is utilized at more than 4,000
hospitals in over 80 countries. Established in 1988 and headquartered
in Minneapolis, Vital Images also has offices in Europe and Asia. For
more information, visit .

BASIC
PURPOSE AND OBJECTIVES:
The Technical Support Engineer 1
position will be responsible for issuing software licenses and
providing both technical and application support for Vital
Images’ products and platforms.

OVERALL OUTPUTS,
DUTIES AND RESPONSIBILITIES:
• Generate software licenses
for:
• New customer orders
• Software
reinstallation
• Software upgrades
• Demo
systems
• Field support interactions that require system
analysis and problem solving techniques and procedures.
•
Ability to utilize tools for remote access into customer systems.
/>• Demonstrates a professional phone manner and presence with a
customer-focused attitude toward issue resolution.
•
Records all customer call activity in Vital Images call tracking
database differentiating between complaints and non-complaints per
FDA guidelines. Identify complaints that constitute potential hazards
and bring them to the attention of the Manager of Customer Support,
per Vital Images procedures.
• Assists with hardware
support to customers. Functions as a liaison between the system
manufacturer and the customer, when needed.
• Capable of
traveling to a customer site. Technical Support Analysts can be
expected to travel less than 5% of the time.
• Ability to
perform well individually and in a team environment to trouble-shoot
and research resolutions (via analyzing, testing or modifying
computer systems/programs, consulting with manufacturers,
etc…)
• Ability to learn and support DICOM, PACS
and their connectivity issues with our software.
• Ability
to quickly learn, analyze and support complex customer workflows.
/>• Ability to follow internal operations process and for
supporting customers.
• Prompt and reliable attendance is
required.
• Technical Support Engineers are required to
work on-call after hours.


Requirements

EDUCATION AND EXPERIENCE REQUIREMENTS:
• BS in Computer
Science, Management Information Systems
• Must have a good
understanding of current Microsoft Windows Server Operating System
and have a good understanding of Microsoft IIS web server.
• Familiar with basic networking technologies and
troubleshooting methods.
• Ability to work on multiple
concurrent tasks/activities and meet customer expectations.
• Demonstrated excellent verbal and written communication
skills, including call tracking database entry, information sharing
among peers, and customer handling.
• Ability to
communicate to customers with courtesy and urgency, to achieve
customer satisfaction.
• Visible skills in creativity and
innovation in order to provide customers with solutions as issues
arise.
• CCNA, MCP or MCSE a plus
• Must have a
valid driver’s license.

PHYSICAL REQUIREMENTS:
Must be able to lift up to 75 lbs. No unusual physical requirements

WORKING CONDITIONS:
Regular business hours are
Monday through Friday, 8:00 a.m. to 5:00 p.m. Hours can vary and
expand as dictated by project and/or client demands.

We are an Equal Opportunity/Affirmative Action Employer
M/F/D/V



Email this job to a friend!
Your Name: Your friend's email address:


Human Resources Software