Provide technical support to clients by troubleshooting and resolving issues related to our products and services.
Utilize effective troubleshooting strategies/techniques to resolve technical problems.
Collaborate with the technical support team to identify and implement solutions to recurring issues.
Maintain detailed documentation of support activities and solutions provided.
Stay up to date with the latest technology trends and advancements in the industry.
Participate in training and development programs to enhance technical skills and knowledge.

Strong technical skillset with experience in troubleshooting and resolving technical issues.
Familiarity with troubleshooting strategies and using effective questioning, and the 5 W's and an H.
Demonstrated knowledge of network protocols technologies and debugging tools, including TCP/IP, HTTP, FTP, SSH, and TLS/SSL.
Experience with RDBMS (preferably SQL Server), APIs, SSO/MFA, OAuth, OpenID, JavaScript, HL7, and XML.
Post-secondary diploma or degree in Information Technology or related field.
Previous experience in a technical support role is an asset.
Ability to translate complex technical concepts for both technical and non-technical audiences.
Familiarity with tools like MS Co-Pilot, ChatGPT, and a desire to leverage AI to enhance support workflows.
Proficiency with diagnostic tools such as Kibana, AppDynamics, and other log analysis platforms.
Proven ability to support and troubleshoot web-based software applications.
Healthcare Domain Knowledge experience in any of the following: Care Delivery, Care Coordination, Business Intelligence, or Financial Performance or Pharmacy workflows and Integrations for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities.

Technical Solutions Analyst

Key skills