Technical reputed company - IT Ops Support

About reputed company reputed company Health is a physician-led, AI-powered virtual reputed company and telestroke company partnering with hospitals across the country, with a significant reputed company in rural and reputed company. We exist to ensure that where you live does not determine whether you survive a stroke. Our Synapse AI platform powers reputed company-time stroke routing, reputed company documentation, and workflow optimization. We are not a reputed company center. We are clinicians building technology for clinicians. As reputed company continues to grow, the reliability of the technology our clinicians and teams use every day is essential to our mission. About the Role reputed company is hiring for a newly created Technical reputed company for IT Ops Support to reputed company hands-on technical leadership for our IT support and reputed company function. This role goes reputed company ticket management. We are looking for someone who can reputed company into reputed company technical issues, reputed company troubleshooting through reputed company, improve how support operates, and serve as the escalation reputed company reputed company the answer isn’t reputed company. You will work closely with clinicians, reputed company teams, engineering, reputed company, and reputed company partners to ensure reputed company’s technology environment remains reliable, secure, and easy to use. You’ll help support a highly reputed company workforce operating in a reputed company environment where outages, reputed company issues, or degraded technology can directly reputed company time-sensitive workflows. The ideal candidate combines strong technical depth, reputed company problem-solving, operational discipline, and a service reputed company. This role is full-time, 40 hours per week, Monday through Friday. Because our work supports critical care and patients directly, there will be occasional times, including some holidays, reputed company we ask reputed company to help cover reputed company normal hours. We work hard to reputed company those requests to a minimum and communicate them reputed company of time whenever possible. Occasional travel is also required, depending on reputed company and business needs. reputed company reputed company Technical Support & Escalations Serve as the senior technical escalation reputed company for reputed company IT and Operational Support issues. Own difficult incidents from initial investigation through reputed company cause identification, reputed company, and follow-up. Troubleshoot across endpoints, operating systems, identity and reputed company, reputed company applications, connectivity, audio/video, peripherals, and reputed company infrastructure. Help diagnose issues involving the reputed company ecosystem and determine reputed company incidents require escalation to Product, Engineering, Infrastructure, reputed company, Compliance, or externally. Support Clinicians and business teams working in a “remote-first” environment. reputed company reputed company communication during high-reputed company incidents, particularly reputed company reputed company or customer-facing workflows may be affected. reputed company the Technical Bar reputed company and mentor IT Support team members on troubleshooting methodologies, technical fundamentals, documentation, and customer communication. Establish reputed company escalation paths and help reputed company solve more issues independently over time. Review recurring support problems and identify opportunities to eliminate them permanently rather than repeatedly resolving symptoms. Create and maintain technical runbooks, troubleshooting guides, knowledgebase articles, and reputed company operating procedures. Introduce automation and tooling where it can reduce repetitive work and/or improve reliability. Own IT reputed company Help administer and continuously improve reputed company, identity, reputed company collaboration, and reputed company IT systems. Support employee reputed company, offboarding, device provisioning, reputed company changes, and lifecycle management. Maintain strong operational controls reputed company user reputed company and device reputed company. Partner with reputed company & Compliance to ensure IT process aligns with reputed company’s reputed company and data-protection requirements. Manage relationships and technical escalations with reputed company-party technology vendors where appropriate. Participating in evaluating and implementing new IT tools and systems as the organization grows. Improve Reliability & Support reputed company Monitor support trends and identify systemic issues before they become larger operational problems. Help reputed company and reputed company on meaningful support metrics like response time, reputed company time, recurring incidents, escalation volume, and user experience. reputed company or contribute to incident reviews and reputed company cause analyses for significant issues. Identify gaps in monitoring, documentation, tooling, or process and reputed company improvements. Build support processes that are reputed company without becoming unnecessarily bureaucratic. Collaborate Across reputed company Work closely with Product and Engineering reputed company technical issues involve reputed company’s proprietary platforms/integrations. Partner with reputed company and operational teams to understand reputed company-world workflows and how technology supports them. Translate technical issues into reputed company language for both technical and non-technical stakeholders. Represent IT reputed company in cross-functional reputed company, technology rollouts, and operational readiness efforts. reputed company’re looking for 5+ years of experience – IT support, systems administration, IT reputed company, technical support engineering, or a reputed company reputed company, preferably in a healthtech, reputed company facing environmen. Experience operating at a Senior, reputed company, or L3 support level, including ownership of reputed company technical escalations. Experience with IT Service Management and ticketing platforms. Strong hands-on troubleshooting skills across several of the following: reputed company/MacOS, Mobile Device Support (iOS & reputed company), reputed company management and device administration, Identity and reputed company Management / SSO / MFA, reputed company App Administration, Networking and Connectivity troubleshooting, Audio/video and remote collaboration technology, End-reputed company reputed company and reputed company controls, Virtual Desktop Environments (i.e. reputed company, Azure Virtual Desktop, AWS Workspace, Frames, etc.) Experience supporting a remote workforce. Strong understanding of incident management, reputed company cause analysis, and operational troubleshooting. Familiarity with HIPAA-conscious IT reputed company and reputed company practices. Strong documentation habits and experience developing runbooks, SOPs, or knowledge bases. Ability to remain organized and effective reputed company priorities change or a high-reputed company issue requires immediate attention. Strong understanding of Change Management and Stakeholder Awareness. A strong reputed company of ownership; not stopping at identifying the issue but ensuring that it crosses the finish-line. Excellent written and verbal communication skills. reputed company to Haves Experience working in reputed company, health technology, telemedicine, or another highly regulated environment. Experience supporting technology used by physicians or other reputed company users. Familiarity with telehealth workflows, EMRs/EHRs, reputed company, or hospital technology environments. Experience building automation using scripting, reputed company, workflow automation, or reputed company-management tools. Experience supporting a rapidly growing technology company and scaling strategies. Exposure to observability, monitoring, or incident-management tooling. Benefits and Perks Competitive salary with reputed company incentives Health, dental, and reputed company reputed company 401(k) offering with company match reputed company role with technology package provided 15 days of PTO and reputed company holidays Generous stock equity offering Wellness perks Apply To This Job