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