System Support Analyst

Company Description

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Over the last 17 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with more than 300 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting

We are Intelerad. Join us if you care to make a difference in healthcare.

Job Description

Job Summary:

The System Support Analyst is responsible for providing support and guidance to our clients by answering their requests regarding both server-side and client-side applications and systems that will enable them to make a difference in their day-to-day operations and ultimately improve their delivery of patient care.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• 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;

Qualifications

Required Experience/Skills:

• Bachelor’s degree in Computer Science or equivalent
• Experience in a customer service or technical support role

• 3+ years of experience in Linux system and network administration
• Remote troubleshooting (ssh, VPN tunnels)
• Basic 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

• Excellent analytical, research, organizational and planning skills

• Exceptional communication and leadership skills
• Strong technical aptitude and a quick learner with the ability to understand medical imaging

• Excellent analytical, research, organizational and planning skills

• Outstanding teamwork skills, and the ability to develop and maintain internal and external relationships

• Proven ability to influence cross-functional teams

• Excellent organizational, time-management and decision-making skills

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.

Additional Information

• Excellent customer service skills
• Excellent problem solving & analytical ability
• Displays high attention to problem description, detail, and impact
• Ability to work under pressure
• REMOTE & HYBRID WORKING ARRANGEMENT