Technical Service Engineer

RadNet is a healthcare technology company. The Technical Service Engineer provides expert first- and second-level support for healthcare IT systems, coordinates client implementations, troubleshoots escalated issues, and serves as a key customer contact. The role also collaborates with cross-functional teams, maintains support documentation, and improves service processes while ensuring regulatory and IT policy compliance.

Responsibilities:

• Project coordination and task ownership while serving as the primary point of contact for customer communication and issue resolution
• Serve as the primary implementation resource for client projects from kick-off through completion
• Second-level support for healthcare IT systems, including troubleshooting and resolving escalated technical issues
• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner
• Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team
• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues
• Maintain detailed records of incidents, solutions, and workflows in the ticketing system
• Contribute to the continuous improvement of support processes and knowledge base
• Ensure compliance with regulatory standards and internal IT policies
• Support key customers and maintain positive relationships, providing updates and guidance as needed
• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance
• Follows all local, regional and country laws concerning employment
• Follows all DeepHealth policies and procedures
• Follows data privacy, compliance, safety and confidentiality standards at all times
• Practices universal safety precautions
• Promotes good public relations on the phone and in person
• Adapts and is willing to learn new tasks, methods, and systems
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines
• Completes job responsibilities in a quality and timely manner
• This position may require occasional travel
• This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking. Also, must be able to lift up to 10 pounds occasionally

Requirements:

• 5+ years of experience in an IT support role
• Bachelor's degree in IT, Healthcare Informatics, or related field, or equivalent experience. (Required)
• Proven IT support experience, preferably in healthcare or clinical environments. (Required)
• Strong customer relationship and call center support skills. (Required)
• Strong IT, networking, and general computer skills. (Required)
• Solid understanding and hands-on experience with PC and server hardware platforms and command lines on Linux and Windows. (Required)
• Experience troubleshooting complex applications and software products. (Required)
• Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration. (Required)
• Familiarity with healthcare IT systems, including EMR and clinical software. (Required)
• Experience with ticketing systems and ITIL-based support processes. (Required)
• Knowledge of archival and storage media. (Required)
• Excellent troubleshooting, diagnostic, and analytical skills. (Required)
• Strong written and verbal communication skills. (Required)
• Ability to manage multiple tasks, work under pressure, and collaborate across teams. (Required)
• Flexibility to work varied hours and participate in on-call rotations. (Required)
• This position may require occasional travel
• This position often requires sitting, standing, walking, bending, twisting, reaching with hands and arms, using hands and fingers, handling, or feeling, speaking, listening, and high-level cognitive thinking
• Also, must be able to lift up to 10 pounds occasionally
• PACS/Radiology/DICOM/HL7 experience. (Preferred)
• Radiology workflow experience. (Preferred)
• CompTIA Linux, RHCA, or RHCT certification. (Preferred)
• CCNA/CCNP certification. (Preferred)
• Proficiency in additional languages, particularly for EU or international regions. (Preferred)