Senior IT/Product Support Specialist - Healthcare Software

About the role

A healthcare-focused technology team is looking for a dedicated and experienced Senior IT/Product Support Specialist. You will support software solutions that improve patient care, streamline healthcare operations and ensure data security and compliance, working directly with patients and providers.

Key responsibilities

• Respond to user inquiries and troubleshoot technical support requests for hardware, software and network issues.
• Diagnose and resolve IT problems efficiently and accurately, following established procedures.
• Explain solutions clearly to users with varying levels of technical expertise.
• Install, configure and maintain computer systems, peripherals, software applications and network devices.
• Document issues, solutions and resolutions for future reference.
• Proactively monitor and maintain IT systems to prevent problems.
• Stay up to date with current IT trends and best practices.
• May provide end-user training on new software and technologies.
• Participate in developing and implementing IT policies and procedures.
• Provide Tier 1 and Tier 2 support for internally developed EHR software.

Required profile

• Bachelor's degree in Information Technology, Computer Science or equivalent experience.
• At least 4 years of experience in a technical support or quality assurance role.
• Strong understanding of healthcare processes and workflows.
• Excellent troubleshooting, problem-solving and customer service skills.
• Ability to communicate complex technical issues simply and to work independently and in a team.

Required skills

• Fluent English.
• Proficiency in Microsoft Windows; working knowledge of MacOS and Linux is a plus.
• Experience with Microsoft 365 administration, tuning and troubleshooting is a plus.
• Experience with a ticketing system (Jira) and remote support tools is a plus.