IT/Application Support Engineer - Ennis, Ireland - Vitalograph

Description

Benefits:

• Company contributed pension
• Private Health Insurance
• Educational assistance programme
• Development opportunities

Vitalograph is a family business with a global reach. We design and manufacture respiratory diagnostic devices, software, and consumables for healthcare professionals, for over 50 years, and serve customers in over 100 countries. We are the go-to people for respiratory diagnostics.

Based in Ennis, Co. Clare we now wish to recruit a Technical Support Specialist to join the 2^nd Level Technical Support team.

Reporting to the Technical Support Manager the IT/Application Support Engineer will be required to co-ordinate and investigate hardware and software issues for Instruments used as part of the company's healthcare and Clinical Trial portfolio.

The role is primarily office-based in Ennis, Co. Clare, but flexibility for global travel is essential to support partners and their customers in health care settings. Annual travel time would be estimated to be a maximum of 10-15% tailing off after the initial years.

The role provides second level support to Vitalograph's partners first level support services, through training, troubleshooting, end-customer support and installation assistance. This role primarily focusses on support for the medical software application and connection to third party Electronic Medical Record systems (EMR/PHR/PMR) such as Cerner and EPIC.

Responsibilities as an IT/Application Support Engineer:

• Develops training programs for Vitalograph personnel and partners on software installation and implementation.
• Provides telephone support to Vitalograph's partners via telephone, email and MS Teams/meeting software.
• Remotely troubleshoot customer IT issues in combination with partner support staff.
• Assist partners in completing cybersecurity analyses and forms.
• Assist partners service teams in initial software installations and network connections in customer locations.
• Handle customer complaints on software and connectivity through the ISO13485 certified QMS performing root cause analyses and developing preventative and corrective actions.
• In conjunction with the service delivery team, prepare software installation manuals.

Requirements as an IT/Application Support Engineer:

• Degree / Diploma in computer science or equivalent IT qualification.
• Excellent understanding of Microsoft Windows operating systems.
• Installation, configuration and troubleshooting.
• A good working knowledge of LAN connectivity (wired / Wi-Fi) and troubleshooting of same
• DNS, DHCP, IP Addressing etc.
• Experience with the installation and troubleshooting of generic Windows desktop Applications.
• Experience with running queries on SQL database logs to aid with issue identification
• Knowledge of SQL commands and/or MS SQL Server management Studio
• Excellent working knowledge of desktop PC hardware
• Ability to confidently replace components if/when required as part of a troubleshooting process.
• Good working attitude and flexible.
• Good communication skills, both written and verbal with a demonstrated ability to deliver service training courses.
• The ability to deliver technical information to non-technical people is important.
• Innovative and with determination to handle problems through to the solution end.
• Excellent documentation skills essential to maintaining appropriate knowledge base.
• Records for issues and solutions.
• Able to work independently as well as part of a wider team.

The following would be advantageous:

• Experience in medical IT equipment would be an advantage