Learning System Support Specialist handling user inquiries and troubleshooting issues with learning systems. Collaborating with multiple teams to ensure effective learning processes across supported regions.
About the role
- Technical Support Specialist providing expert incident management and support for oncology software. Collaborating with field personnel and facilitating training for healthcare IT solutions.
Responsibilities
- Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.
- Providing expert level Incident & Escalation Management support to field personnel remotely and onsite (as needed)
- Efficiently orchestrating Major Incident Management situations
- Participating in Release Management processes to become familiar with products/updates prior to release
- Collaborating with cross-functional teams to recognize, analyze, and troubleshoot Field Service Trends
- Continuously develop the depth (specialist) as well as the breadth (generalist) of technical superiority
- Support Knowledge Management program with a commitment to “never solving the same problem twice”
- Conducting formal and ad hoc training sessions for field personnel
- Contributing to global TiX (Technical Information Exchange) forums to proliferate information to Field.
- Participating in the emergency phone support and weekend standby rotation
- Authoring Knowledge Base Articles, Technical Bulletins, Training presentations, etc. as required.
Requirements
- Formal training/education in Information Technology (IT) or related fields.
- Bachelor’s degree preferred
- Extensive experience troubleshooting complex client/server software and networks.
- Experience supporting Varian Oncology Software (ARIA, Eclipse, Ethos) in a Hospital/Healthcare IT environment strongly desired
- Experience supporting physical and virtual IT Infrastructure (Hyper-converged Infrastructure, Citrix, VMware, Parallels, etc.)
- Extensive experience troubleshooting and administering Microsoft Windows Server, Linux & MS SQL Server (inc. TSQL)
- IT Certifications strongly desired (Citrix, VMware, Microsoft, CCNP, Azure, Kubernetes, etc.)
- Emotional & Social Intelligence with the ability to interact effectively with co-workers across all levels of the company
- Applies a strong culture of continuous learning and personal development.
- Excellent verbal, written, and interpersonal communication skills
- Familiarity with ITSM (IT Service Management) tools (ex. Service Now, Salesforce) and methodologies (ex. ITIL)
- Familiarity with Quality Frameworks (ex. Lean Six Sigma)
Benefits
- flexible work arrangements
- professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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