Senior Technical Support Engineer
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Job Description
Senior Technical Support Engineer providing remote troubleshooting and support for FUJIFILM's healthcare products. Responsible for resolving complex issues and documenting customer interactions.
Responsibilities:
- Supports our Synapse products by remotely troubleshooting and resolving issues, assessing and clearing monitor alarms, and providing our customers with timely responses
- Works on 3rd party hardware, software, and network related issues that are sold or supported by FUJIFILM
- Effectively and efficiently uses the FUJIFULM knowledge resources available to help in the troubleshooting process
- Collaborates with peers and other team members when working on more complex technical issues
- Effectively documents cases throughout the process of troubleshooting the issue
- Strictly follows the Technical Assistance Center (TAC) escalation process to move cases, in a timely manner, to the next level engineer when 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 within a case
- Works cross-functionally with other Synapse teams/products as required and handles other duties as assigned
- Monitors TAC phone system wall boards to ensure that proper statuses are maintained
Requirements:
- Bachelor’s Degree, Trade School Certification (Industry related), or Industry Experience Equivalent
- One or more industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco certifications preferred)
- Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), networking, SQL Server, and/or Oracle
- Knowledge of current network technologies
- Superior communication and interpersonal skills, excellent phone manner
- Ability to achieve results and meet goals in a fast-paced, team environment
- Knowledge of Synapse workflows and their implementations
- Knowledge of clinical data transfer protocols and interfaces (HL7 and DICOM)
Benefits:
- Flexible work arrangements
- Professional development
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