System Support Analyst

Job Summary:

The System Support Analyst is responsible for providing support and guidance to our clients by answering their requests regarding both server-side and client-side applications and systems that will enable them to make a difference in their day-to-day operations and ultimately improve their delivery of patient care.

Supervisory Responsibilities:

• None

Duties/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;
• Edit configuration files on Linux servers or troubleshoot applications on remote workstations running Microsoft Windows;

Required Experience/Skills:

• Bachelor’s degree in Computer Science or equivalent
• Experience in a customer service or technical support role

• 3+ years of 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

• Excellent analytical, research, organizational and planning skills

• Exceptional communication and leadership skills
• Strong technical aptitude and a quick learner with the ability to understand medical imaging

• Excellent analytical, research, organizational and planning skills

• Outstanding teamwork skills, and the ability to develop and maintain internal and external relationships

• Proven ability to influence cross-functional teams

• Excellent organizational, time-management and decision-making skills

This job description may not be inclusive of all assigned duties and the scope of the job may change as necessitated by business demands.

• Excellent customer service skills
• Excellent problem solving & analytical ability
• Displays high attention to problem description, detail, and impact
• Ability to work under pressure
• REMOTE & HYBRID WORKING ARRANGEMENT

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