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PACS System Technology Specialist-L2 (Linux)

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.   

 

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report

Job Description

Job Description

The System Technology Specialist will report directly to the support Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience.  This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.  The System Technology Specialist is also responsible for the development of tools for the Support team.

 

Major accountabilities

Accountabilities

 

Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow  ups until resolution, by respecting set service level agreements.

40%

Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents

20%

Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset  into the supportability of the software and also provide fixes and/or workarounds to issues found in the field

15%

Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)

10%

Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2

5%

Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)

5%

Participate in any project deemed necessary by the organization

5%

Qualifications

Qualifications

Employment Pre-requisites

Pre-requisite

  • Degree in computer science, engineering, or equivalent
  • 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
  • Linux  OS administration expertise
  • Experience running queries in SQL - an asset
  • Networking troubleshooting expertise (Cloud Infrastructure)
  • Development experience with scripting languages (PHP, Perl, Python, etc…)
  • Ability to read code  in other high level languages

Desired Competencies

Competences

  • Highly motivated to excel and Committed to continual skills improvement
  • Team oriented with strong communication and interpersonal skills
  • Creative thinker and practical problem solver

 

Optional Skills:

  • Professional software development
  • Product applications support and training
  • Customer service or project management in a customer support environment

Additional Information

All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
 

 

Intelerad and Ambra Health Combine to Form the Global Industry Leader in Cloud PACS and Enterprise Imaging
 

Intelerad Partners with Strategic Radiology to Bring Innovative Medical Image Management Solutions to More than 1,300 Radiologists Across the US

Meet Intelerad’s Leadership Team: https://www.intelerad.com/en/about/leadership-team/

 

Intelerad is committed to the principles of equal employment. We are committed to complying with all federal, state and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

  

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment

Average salary estimate

$100000 / YEARLY (est.)
min
max
$80000K
$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About PACS System Technology Specialist-L2 (Linux), Intelerad

If you're a tech-savvy problem solver looking to make a real difference in the healthcare field, Intelerad’s opportunity for a PACS System Technology Specialist-L2 (Linux) may be just the fit for you! Working remotely within the United States, you'll be tackling some of the most challenging technical issues that arise in our medical imaging solutions. As the primary escalation point for our Level 1 System Support team, your expertise will be crucial in driving effective customer communications and ensuring timely resolutions, adhering to set service level agreements. You’ll collaborate with a talented team that includes support technicians, clinical specialists, and engineers, all while mentoring less experienced members to elevate the team's overall performance. Your role will also involve participating in critical software requirement reviews and conducting root cause analyses during system outages. The best part? You’ll be contributing to solutions that directly impact patient care and outcomes across the globe. A degree in computer science or a related field coupled with 5-7 years of client-facing technical support experience will pave the way for your success. If you possess strong knowledge of Linux OS, networking troubleshooting, and coding, along with a creative problem-solving mindset, we want to hear from you. Join Intelerad and help us shed light on complex medical processes, making healthcare more accessible and efficient!

Frequently Asked Questions (FAQs) for PACS System Technology Specialist-L2 (Linux) Role at Intelerad
What are the responsibilities of a PACS System Technology Specialist-L2 at Intelerad?

The PACS System Technology Specialist-L2 at Intelerad is responsible for acting as the primary escalation point for Level 1 support, handling major incidents, conducting root cause analyses, and mentoring team members. Your role also involves participating in software design reviews and assisting in the development of support tools, ensuring our systems operate seamlessly within diverse client environments.

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What qualifications are required for the PACS System Technology Specialist-L2 position at Intelerad?

Candidates for the PACS System Technology Specialist-L2 at Intelerad should hold a degree in computer science or a related field, combined with 5-7 years of experience in technical support for medical software. Proficiency in Linux OS administration and networking troubleshooting is essential, along with some familiarity with SQL and scripting languages such as PHP, Perl, or Python.

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What is the work environment like for a PACS System Technology Specialist-L2 at Intelerad?

As a PACS System Technology Specialist-L2 at Intelerad, you will primarily work remotely, collaborating with various teams across different geographies. While you’ll have a lot of independence, you'll also engage frequently with engineers and other support personnel to ensure high-quality service delivery.

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How does the PACS System Technology Specialist-L2 role impact patient outcomes at Intelerad?

The PACS System Technology Specialist-L2 at Intelerad plays a vital role in improving patient outcomes by resolving technical issues that can affect imaging processes. By ensuring that our medical imaging solutions run smoothly and efficiently, you help healthcare providers deliver timely diagnoses and facilitate patient care.

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What support does Intelerad provide for the professional development of a PACS System Technology Specialist-L2?

Intelerad is committed to the continual improvement and professional development of its employees. As a PACS System Technology Specialist-L2, you can expect opportunities for mentoring, access to training resources, and the chance to work on diverse projects that enhance your technical skills and industry knowledge.

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Common Interview Questions for PACS System Technology Specialist-L2 (Linux)
Can you explain your experience with Linux OS and how you've applied it in a technical support role?

When answering this question, highlight specific instances where you've utilized Linux OS in troubleshooting or system management. Discuss how your skills improved efficiency or solved critical issues in past roles.

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What strategies do you use to manage major incidents effectively?

Share specific methodologies or frameworks you’ve employed during past major incidents, emphasizing your ability to communicate clearly, coordinate with teams, and implement quick resolutions while analyzing root causes.

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How do you keep updated with new developments in medical imaging technology?

Describe your methods for staying informed, such as following industry publications, participating in webinars, or engaging with professional communities. Emphasize your proactive approach to continuous learning.

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What is your experience with SQL queries in the context of technical support?

Discuss specific situations where you utilized SQL queries to extract or manipulate data for troubleshooting issues. If you can, mention any complex queries you've written and how they helped resolve user problems.

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Can you describe a challenging technical issue you resolved in your previous role?

Choose a specific problem that illustrates your technical skills, ability to work under pressure, and innovative thinking. Explain the steps you took and the outcome achieved, demonstrating your problem-solving process.

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How would you handle a situation where you couldn't immediately solve a client's technical issue?

Talk about the importance of transparency and communication in such situations. Discuss how you would reassure the client, keep them informed, and mobilize resources to pursue a solution while managing their expectations.

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What role do you think mentorship plays in a technical support environment?

Share your views on how mentorship fosters skill development and team cohesion. Provide examples of how you’ve mentored others or sought mentorship in your career, and the benefits it brought to双方.

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Explain how you approach creating Knowledge Base articles for support teams.

Discuss your methodology for documentation, emphasizing clarity, structure, and accessibility. Mention any tools you’ve used or templates you’ve created to improve knowledge sharing within your team.

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What are some key customer service principles you believe are essential for a PACS System Technology Specialist?

Highlight principles such as empathy, responsiveness, and clear communication. Provide examples from previous roles where these principles led to positive outcomes on customer interactions.

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Why do you want to work for Intelerad as a PACS System Technology Specialist-L2?

Express your passion for healthcare technology, alignment with Intelerad's mission of improving patient outcomes, and eagerness to contribute to a team recognized for its innovation and excellence in the industry.

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Intelerad, founded in 1999 and headquartered in Montreal, Canada, is a medical imaging software provider that specializes in diagnostic viewing, reporting, and collaboration solutions for radiologists.

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Full-time, remote
DATE POSTED
December 16, 2024

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