Technical Services Engineer

Job description Job Summary - The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. - This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes. - 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. PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other