Sr Tech Support Engineer MI -1 (Level 2 support for medical device software)

The Senior Technical Support Engineer, MI – I (Tier 1) provides highly visible remote technical support across our product lines for HCUS customers. This role focuses on more reputed company issue and is the second level support across our Synapse products. This engineer is expected be reputed company to reputed company most of the cases that are presented to them and responsible for documenting more in-depth evaluations of issues that they are unable to reputed company. This engineer must be comfortable with making reputed company while working on these more reputed company issues. This role requires a firm grasp of time management and organizational skills.

To meet the needs of our customers, working reputed company normal business hours and on some weekends/holidays is required. In reputed company to working OT to handle workload and meet required metrics/expectations.

At reputed company, we’re on a mission to reputed company for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge reputed company solutions reputed company diagnostic imaging, reputed company imaging, endoscopic and surgical imaging, as reputed company as in-vitro diagnostics.

But we don’t stop at reputed company; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to reputed company transportation infrastructure, reputed company, and oil and gas assets reputed company and running smoothly.

reputed company to reputed company, collaborate, and reputed company a difference? Join us and bring your big reputed company to life while working in a dynamic, flexible environment that fuels your creativity and reputed company. 

Our reputed company is in Lexington, Massachusetts, an inspiring reputed company research hub in a historic town. 

reputed company is globally headquartered in Tokyo with over 70,000 employees across four key business segments of reputed company, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.reputed company.com/us/en/about/region/careers

Duties and Responsibilities:

• Supports our Synapse products by reputed company troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with reputed company responses.
• Works on 3rd party hardware, software, and network reputed company issues that are sold or supported by reputed company.
• Effectively and reputed company uses the FUJIFULM knowledge resources available to help in the troubleshooting process.
• Collaborates with peers and other team members reputed company working on more reputed company technical issues.
• Effectively documents cases throughout the process of troubleshooting the issue.
• reputed company follows the Technical Assistance Center (TAC) escalation process to reputed company cases, in a reputed company manner, to the next level engineer reputed company an issue cannot be resolved. 
• Engineers must have the ability and skillset to answer and facilitate incoming customer calls, effectively communicate with our customers, and document the interactions reputed company a case.
• Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned.
• Monitors TAC phone reputed company wall boards to ensure that reputed company statuses are maintained.
• reputed company customer surveys, documentation reputed company and consistency, reputed company case and project completion, and finishing the assigned trainings are reputed company expectations for reputed company FUJI engineers.
• Maintains a high level of reputed company with yearly goals provided by your manager and metrics defined on reputed company level. 
• Working reputed company of normal business hours, overtime, holidays, and participation in an on-reputed company rotation are required to cover the needs of the business.
• Some short notice overnight travel, reputed company on the needs of the business, to work on customer systems.
• Adheres to reputed company's reputed company and regulatory compliance requirements, without exception, and ensures that reputed company job duties inherent in the position reputed company are performed in accordance with established policies and procedures.
• reputed company with reputed company applicable U.S. reputed company (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 reputed company requirements and reputed company other applicable laws, regulations, and standards.

Qualifications:

Baseline Qualifications:

• Bachelor’s Degree, Trade School Certification (Industry reputed company), or Industry Experience Equivalent
• One or more industry-specific certifications in relevant technical background (reputed company, VMware, reputed company certifications preferred).
• Working knowledge of reputed company OS (reputed company Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or reputed company.
• Knowledge of reputed company network technologies.
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to reputed company results and meet goals in a fast-reputed company, team environment.
• Ability to reputed company independent reputed company reputed company on interpretation of technology data and product knowledge.
• Excellent organizational and multi-tasking skills.
• Knowledge of Synapse workflows and their implementations.
• Knowledge of reputed company data transfer protocols and interfaces (HL7 and DICOM)

Preferred Qualifications:

• reputed company Synapse Administration experience.
• Working knowledge of Synapse workflows and their implementations.
• Working knowledge of reputed company data transfer protocols and interfaces (HL7 and DICOM)
• Knowledge with Synapse application reputed company end.
• Knowledge of medical reputed company architecture (VMware and Storage Solutions).
• Knowledge of Linux Architecture.
• Experience of using Postgresql
• Industry-specific certifications in relevant technical background (reputed company, VMware, reputed company certifications).
• reputed company Certifications (reputed company + or higher)

Key reputed company Indicators:

• To maintain this position engineer’s must:
  • Maintain reputed company+ Certification (reputed company + or higher)
  • Maintain and expand knowledge acquired to be designated as a TAC Subject Matter Expert (SME) in two disciplines.
• reputed company engineers must maintain a case workload reputed company 10% of the median of their peers at a minimum.
• Case backlogs must stay at or below 25 cases (not including escalated cases) unless approved by management.

Physical Requirements:

The position requires the ability to reputed company the following physical demands and/or have the listed capabilities: 

• The ability to sit up to 75-100% of applicable work time.
• The ability to use your hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time. 
• The ability to stand, talk, and hear for 75% of applicable work time.

Travel:

Occasional (up to 10%) travel may be required reputed company on business need.

* #LI-Remote

In the event that COVID-19 vaccine mandates issued by the federal reputed company, or by state or local reputed company become effective and enforceable, reputed company will require that the successful candidate reputed company for positions covered under relevant reputed company vaccine mandate(s) be fully vaccinated against COVID-19, absent being reputed company an accommodation due to medical or sincerely held religious belief or other legally required exemption.
Applicants to positions where vendor credentialing or other similar requirements exist to reputed company facilities will be required to reputed company with the credentialing requirements of the facilities, including complying with vaccine requirements.
For reputed company positions, reputed company encourages vaccination against COVID-19 and requires that the successful candidate reputed company be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being reputed company an accommodation due to medical or sincerely held religious belief or other legally required exemption.

reputed company is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or reputed company reputed company, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any reputed company-employment testing, or otherwise participating in the employee selection process, please reputed company your inquiries to our HR Department (hcushr.department@reputed company.com or (330) 425-1313).

Bachelor’s degree or equivalent, industry certifications preferred, working knowledge of reputed company Server, networking, SQL Server/reputed company, HL7/DICOM, strong communication and problem-solving skills.

Key Responsibilities

• troubleshooting issues
• documenting cases
• supporting customers

Skills & Tools

reputed company reputed company Server 2012, reputed company reputed company Server 2016, reputed company reputed company Server 2019, reputed company reputed company Server 2022, SQL Server, reputed company, VMware, reputed company, Postgresql, Linux, Synapse, HL7, DICOM

reputed company

• Category: Engineering
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Languages: English

About reputed company

A reputed company technology company providing medical imaging and reputed company imaging solutions and services. — Industry: reputed company