System Support Analyst

Company Description
**Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.**

**Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.**

**Job Description**:
**Our Support Centre handles customer support requests, documents, troubleshoots and resolves incidents/issues reported by our clients. Intelerad is dedicated to providing solutions to clients working in a mission-critical healthcare environment. It is therefore imperative that issues and incidents be dealt with efficiently and in a timely manner.**

**As a System Support Analyst (Clario), you will provide support by mainly focusing on addressing customer issues that have been reported by our clients on the server-side and components. This is a key role in making a difference in our our overall effort in resolving critical issues and making a real difference to continually improve the reputation of Intelerad’s client experience**

**Provide excellent System Support services**:

- ** Respond to client problems (phone/tickets) and proactively monitor client’s installations;**
- ** Prioritize your workload based on client’s SLA and transfer tickets to proper department when required;**
- ** Analyze and troubleshoot the workflow of a complex integration of network devices, workstations and servers;**
- ** Log and document all incidents in the ITSM (ServiceNow and/or Jira) and fix client’s problems;**
- ** Perform database maintenance using SQL statements;**

**All the work is done remotely through secure connections and via phone and remote desktop-sharing.**

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

- ** Back-End Architectures**
- ** IntelePACS software**
- ** Clario Worklist**

**Qualifications**:
**Pre-requisites**:
Experience in a customer service or technical support role

A minimum of 3 years of professional work experience in Windows Server system and network administration

Remote troubleshooting (ssh, VPN tunnels)

Advanced Knowledge of SQL databases (Sybase, MySQL, postgresql)

Microsoft Windows (basic workstation configuration and troubleshooting)

Knowledge of a scripting language (such as Perl, python or shell) is an asset

Experience with TCP/IP, network security, IPSec or VPN is an asset

**Desired Competencies**

CompetenciesExcellent communication skills (verbal and written, English is mandatory)

Highly motivated and team oriented

Client-oriented

Attention to detail and strong problem solving skills

Ability to work under pressure

Self-directed Learning

Additional Information

**Intelerad and Ambra Health Combine to Form the Global Industry Leader in Cloud PACS and Enterprise Imaging**

**Intelerad Partners with Strategic Radiology to Bring Innovative Medical Image Management Solutions to More than 1,300 Radiologists Across the US