System Support Analyst

2 weeks ago

Canberra, Australia Intelerad Full time

Company Description

Become part of our growing community of bright, motivated people who are dedicated and inspired by what they do best. Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day. Our creative approach to technology continuously breaks new ground so that our customers can do more. Solving problems and revolutionizing healthcare is the reason Intelerad was founded. For almost 20 years, Intelerad has grown into a leader of the medical imaging software industry. We take pride in being a world-class healthcare solutions company with over 400 employees and over 1000 customer sites. Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and counting.

We provide a workplace that encourages teamwork, promotes well-being, autonomy, and creativity.

We are Intelerad. Join us if you care to make a difference in healthcare.

**Job Description**:
Purpose

Accountabilities
Respond to client problems (phone/portal) and actively monitor client sites:

- Log and document all incidents within a ticketing system and problems within JIRA;
- Refer incidents to other parties when an incident is beyond your current skill-set;
- Proactively monitor, document and fix problems or anomalies found at our clients’ installations;
- Manage and exceed customers’ expectation by providing excellent service
- Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
- Versatility to rotation shift & pager scheduling;
- Participate in sharing knowledge and publishing Knowledge articles

Stay proactively informed and trained on the following to ensure an excellent level of service and expertise:

- Front-End Applications
- IntelePACS software
- Windows OS
- Voice Recognition Software
- Peripheral devices

**Qualifications**:
Pre-requisites
- 2 years of work experience in Windows administration and technical customer support
- Knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in French & English (verbal and written)
- Experience running basic queries in Microsoft SQL Server 2008 - an asset
- Knowledge of Linux - an asset
- Remote troubleshooting (ssh, VPN tunnels) - an asset
- Experience in a medical and/or research environment - an asset

Desired Competencies
- Excellent customer service skills
- Excellent problem solving & analytical ability
- Displays high attention to problem description, detail, and impact
- Ability to work under pressure

Additional Information
- Competitive salaries
- Corporate bonus program
- Employee recognition program
- Employee referral program
- Flexible hours
- Comprehensive insurance plan
- Training & skills upgrading
- Social events
- Dynamic culture

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