Technical Support Analyst (French, German)

Description

The Digital Health organization is technology team which focused on next generation Digital Health capabilities which deliver on the Medicine mission and vision to deliver Insight Driven Care. This role will operate within the Digital Health Applications & Interoperability subgroup of the broader Digital Health team, focused on patient engagement, care coordination, AI, healthcare analytics & interoperability amongst other advanced technologies which enhance our product portfolio with new services, while improving clinical & patient experiences.

The project is a cloud-based PaaS Ecosystem built with a privacy by design centric approach to provide a centralized cloud-based platform to store, classify, and control access to federated datasets in a scalable, secure, and efficient manner.
The ecosystem will allow Customer Operating Units (medical device departments) to store federated data sets of varying sizes and formats and control access to those data sets through Data steward(s). Source data sets can be exposed to qualified use cases and workflows through different project types.
The Healthcare Data Platform ecosystem will provide ML/AI project capabilities for streamlined development processes and a ML/AI workbench to enhance data exploration, wrangling, and model training.
In queue: 15+ OU’s. At this moment focused on – Nuero, Cardio, Diabetes is the OU that data platform is working with, but there could be more OU’s coming up with requirements in future.
GL Role: is to work on the enhancement of current capabilities, including taking over the work that AWS proserve team is doing, and develop new requirements that will keep coming from different OU’s in the future.

Requirements

• High school diploma (or equivalent) and 2+ years ot experience
• Proficient C1 skill level in English
• At least C1 skill level in one of the following European languages  (French, German)

The role of a Technical User Support Analyst (TUSA) for Healthcare IT Support (HCIT) is integral to providing the daily support our customers need to function in their job and patients in their daily life. Client businesses rely on TUSA-HCIT to deliver world class customer service and expert technical knowledge to enable the success and future growth to deliver IT services, including:
• Non-Therapy Application Support
• Installation and Configuration
• Connectivity and Password Management
• Device Deployment and Technical Support
• Lost Stolen Device Processing
• Manage Knowledge and Process Documentation

Support for:

• Medical and Consumer Mobile Devices and Apps
• Client Apps
• Sensitive Data Management
• Printing Solutions
• Healthcare Patient Management Platforms
• Handle Complaint and Report Processing

Job responsibilities

• Respond to and resolve technical issues via phone and electronic channels.
• Troubleshoot and support:
   – Mobile device OS, network connectivity (Cellular/Bluetooth/Wi-Fi), and application deployments.
   – Windows OS installation, contiguration, and support.
   – Windows Server services, including Active Directory, Group Policy, and File/Folder services.
• Utilize tools such as ServiceNow, Jira, and other client custom made apps for service support tasks.
• Perform scripting and configuration tasks using PowerShell, Python, or advanced DOS.
• Handle network services like TCP/IP, DNS, and DHCP. • Communicate status updates and solutions to stakeholders in virtual or in-person meetings.
• Collaborate with cross-tunctional teams to complete project milestones and assignments.
• Maintain knowledge of IT services, frameworks (e.g., ITIL, Agile), and healthcare IT protocols (e.g., HL7, DICOM, PACS, FIHR).

Job-Specitic Responsibilities
• Provide technical support to client field representatives, healthcare providers, and patients using IT-enabled therapies globally.
• Address and manage potential medical device complaints subject to internal and external audits.
• Ensure compliance with incident, problem, and change management processes, as well as complaint handling and report processing.
• Support client-developed technologies and third-party solutions, including:
  – Medical and consumer mobile devices/apps.
  – Healthcare patient management platforms.
  – Sensitive data management.
• Manage device deployment, installation, configuration, and troubleshooting for both hardware and software.
• Develop and maintain knowledge/process documentation and user instruction manuals.
• Participate in continuous improvement efforts by recommending system or process enhancements.
• Deliver 24/7/365 support as a team, including on-call and holiday hours, to ensure uninterrupted service.

NICE TO HAVE (Preferred Qualifications)
• Strongly Preferred:
   – Previous client experience
      – Have had previous support roles and is used to work in a service support environment (ServiceNow, Zendesk, Jira, Remedy etc.)
      – Mobile device support experience
         – Device OS
         – Network: Cellular/Bluetooth/WiFi
         – Application deployments and support
         – Peripheral mobile application services: Office/Printing/File transfer
      – Excellent knowledge of Windows OS.
         – Installation, configuration, support & tools
      – Good knowledge of Windows Server Services
         – Installation, configuration, support & tools ex.
           – Windows Server and client services
           – Certificates
           – Active Directory
           – Group policy
           – File & Folder services
       – Network
           – TCP/IP DNS
           – DHCP Services
       – Some scripting experience (PowerShell, Python, advanced Dos etc.)
       – Some knowledge of common file structures (xml, Json etc.)
       – Awareness of one or more common frameworks around either ITIL, Agile or Project management
• Experience of working in a multinational enterprise environment.
• Experience working within digital healthcare IT systems
• Knowledge of open healthcare protocols: HL7, DICOM, PACS, FIHR
• Knowledge of Microsoft SQL Server and other DB solutions
• Linux OS knowledge
• AWS knowledge
• Experience providing phone support to sales representatives, health care provider staff, and patients Customer Service: Client-oriented telephone and email/chat abilities which grant the ability to respond quickly, competently, and patiently to client requests
• ITIL Foundation Certification