System Support Analyst

2 weeks ago

Melbourne, 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. Over the last 17 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 more than 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 are Intelerad. Join us if you care to make a difference in healthcare.

**Job Description**:
**Purpose**

**Responsibilities**:

- 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. This role also requires work outside of regular work hours (on-call).

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

- Back-End Architectures
- IntelePACS software
- 3rd party integration

**Qualifications**:
**Pre-requisites**:

- Experience in a customer service or technical support role
- A minimum of 3 years of professional work experience in Linux system and network administration
- Remote troubleshooting (ssh, VPN tunnels)
- Basic 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

**Competencies**:

- Excellent 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

Additional Information

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