Technical Support Engineer II

WHO ARE WE?

For over 30 years, TeleTracking has been operating with a simple mission, to ensure that no one waits for the care they need. Our state-of-the-art technology, combined with actionable best practices and a strong advisory services team, means that we provide the critical operational components required to build a responsive, resilient healthcare system. One of those key components is the centralization of hospital operations…the ability to see in real-time everything from the number of available beds to receive and treat patients to the number of pieces of available medical equipment. TeleTracking values people with an entrepreneurial spirit, creativity and building strong relationships with our employees. We believe that diversity, equity and inclusion in our workforce keeps us competitive and provides opportunities for everyone.

JOB SUMMARY

Provides post implementation technical support via telephone to clients and TeleTracking internal staff to ensure that incidents and problems are accurately resolved in a prompt and courteous manner.

PRIMARY DUTIES AND RESPONSIBILITIES

• Responds to incoming calls from clients and manages call issues in an ACD environment according to departmental guidelines and policies to ensure prompt and courteous service.
• Collaborates with peers, senior TSEs, management, other internal departments, and clients to troubleshoot, provide workarounds, and solutions to internal and external clients in a timely manner.
• Escalates cases based on departmental guidelines.
• Submit software defects and enhancements as per departmental guidelines to ensure software design changes are properly documented and prioritized.
• Perform application testing to ensure software functionality meets agreed upon specifications.
  

EDUCATION

• Bachelor’s in computer science, software engineer, MCSE or related is preferred.
• Associates in Computer Science, Software Engineer, MCSE or related is required.
• A+, Network+, and Microsoft is preferred.

EXPERIENCE

• Experience providing external end user application or desktop support.
• Experience supporting Microsoft SQL server.
• Experience supporting Microsoft server.
• Experience providing external IT support.
  

SKILLS

• Excellent interpersonal and client support skills.
• Excellent communication skills both written and oral.
• Excellent problem-solving and troubleshooting skills.
• Working knowledge of Microsoft SQL Server Software.
• Working knowledge of remote access software such as RDP, Cisco VPN, Bomgar, etc.
• Work support knowledge of CISCO Networks, AWS servers, and Packet Captures.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position. While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various types of media and equipment, and visually or otherwise identify observe and assess. The employee is occasionally required to lift up to 10 pounds unless otherwise specified in the job description.

TeleTracking has a COVID-19 vaccination policy which mandates vaccination or an approved exemption due to religious or medical reasons. We require all newly hired U.S.-based employees, regardless of full-time, part-time, temporary, intern, exempt, non-exempt, or any other status or classification and regardless of work or remote work location to be fully vaccinated and any offer from TeleTracking is contingent on being fully vaccinated against COVID-19 prior to starting your employment. Any accommodation request will be objectively considered in accordance with the Federal, State, and Local laws on a case-by-case basis.

TeleTracking is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment.

An integral part of TeleTracking’s commitment is to comply with all applicable federal, state, and local laws concerning equal employment and affirmative action.