Role: Desktop Support (Linux) Consultant
Location: Poland (Remote)
JOB DESCRIPTION:
About the job
Are you passionate about supporting healthcare IT solutions and ensuring that clinical and operational teams can rely on their systems every day? As a Customer Success Engineer, you will be the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. You’ll work closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve our support processes.
Responsibilities:
- Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues.
- Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.
- Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.
- Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.
- Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
- Assist with system updates, installations, and user onboarding for new software and hardware.
- Contribute to the continuous improvement of support processes and knowledge base.
- Ensure compliance with regulatory standards and internal IT policies.
- Support key customers and maintain positive relationships, providing updates and guidance as needed.
Skills, education and experience:
- Bachelor’s degree in IT, Healthcare Informatics, or related field (or equivalent experience)
- Proven IT support experience, preferably in healthcare or clinical environments
- Strong customer relationship and call center support skills
- Strong IT, networking, and general computer skills
- Solid understanding and hands-on experience with PC and server hardware platforms and command lines on Linux and Windows
- Experience troubleshooting complex applications and software products
- Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration
- Familiarity with healthcare IT systems, including EMR and clinical software
- Experience with ticketing systems and ITIL-based support processes
- Knowledge of archival and storage media
- Excellent troubleshooting, diagnostic, and analytical skills
- Strong written and verbal communication skills
- Ability to manage multiple tasks, work under pressure, and collaborate across teams
- Flexibility to work varied hours and participate in on-call rotations
Recommended Qualifications
- PACS/ Radiology/DICOM/HL7 experience a plus
- Radiology Workflow experience a plus
- BA/ BS Degree
- Comp TIA Linux or RHCA or RHCT Certifications
- CCNA/CCNP
- Speaking different languages (applicable when hiring in the EU or OUS regions)