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Intelerad Medical Systems: Application Support Analyst

Intelerad Medical Systems

This is a Full-time position in Longueuil, QC posted July 18, 2021.

Company DescriptionBecome part of our growing community of bright, motivated people who are dedicated and inspired by what they do best.

Principled, honest, and supremely attentive are qualities that set us apart and guide our decisions, every day.

Our creative approach to technology continuously breaks new ground so that our customers can do more.Over the last 17 years, Intelerad has grown into a leader of the medical imaging software industry.

We take pride in being a world-class healthcare solutions company with more than 300 employees and over 1000 customer sites.

Today, our distributed solutions play a vital role in the delivery of healthcare across 11 time zones, 3 continents, and countingWe are Intelerad.

Join us if you care to make a difference in healthcare.Job DescriptionPurposeThe Intelerad Technical Support centre is responsible for providing 24/7 support to our global customer base.

Our clients are mission-critical healthcare organizations, including hospitals, imaging centers & clinics, and reading & teleradiology groups.

Our customers count on us to help solve their most complex problems.

Our commitment to ensure consistency and continuity in delivering critical care services has shaped our company’s culture from the very beginning.

We have a proven track record of being there when our clients need us, and for being proactive.As an Application Support Analyst, you will provide technical support and guidance to our clients by answering their requests & addressing incidents regarding both server-side and client-side applications, by delivering advanced technical and troubleshooting skills, communication abilities, problem solving orientation, and computer proficiency on a day-to-day basisRespond to client problems (phone/portal) and actively monitor client sites:Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications; Log and document all incidents within a ticketing system and problems within ServiceNowAnalyse, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies Refer incidents to other parties when an incident is beyond your current skill-set; Proactively monitor, document and fix problems or anomalies found at our clients’ installations; Manage and exceed customers’ expectation by providing excellent serviceEnsure that all service level agreements (SLAs) are met and delivered according to Support specifications; Versatility torotation shift & pager scheduling; Participate in sharing knowledge and publishing Knowledge articles Training – a combination of in-house, external, and self-taught training is required.

Our current requirements are the following:Front-End Applications Clario WL, InteleBrowser, InteleViewer, InteleConnect, EV, Peer Review, Smart Worklist, and other Intelerad software modules: Thorough understanding of all applicationsIntelePACS software – Good understanding of the basics (back end services)Participate in any project deemed necessary by the organization.QualificationsPrerequisites2 years of work experience in Windows administration and technical customer support and/or a tertiary degree in a computer related fieldKnowledge of Microsoft Windows operating systems for Servers and WorkstationsExcellent communication skills in English and French (verbal and written)Experience running queries in Microsoft SQL Server an assetKnowledge of Linux an assetRemote troubleshooting (ssh, VPN tunnels) an assetExperience in a medical and/or research environment an assetDesired CompetenciesHighly motivated and customer focusedExcellent professional communication skills (verbal, and written)Team orientedAttention to detailStrong problem solving skillsEnjoys flexible working hoursRemote server hardware diagnosis, an assetMS SQL Administration, an assetAdditional InformationAll qualified candidates must take a 30min pre-employment assessment.