SYSTEM SUPPORT ANALYST

Purpose As a System Support Analyst, you will provide 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. 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; All the work is done remotely through secure connections and via phone and remote desktop-sharing. This role also requires work outside of regular work hours (on-call). Stay proactively informed and trained on the following to ensure an excellent level of service and expertise: Back-End Architectures IntelePACS software 3re party integration Pre-requisites: Experience in a customer service or technical support role A minimum of 3 years of professional work 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 Competencies: Excellent communication skills (verbal and written, English is mandatory) Highly motivated and team oriented Client-oriented Attention to detail and strong problem solving skills Ability to work under pressure Self-directed Learning