System Technology Specialist (Linux PACS - L2)

As a System Technology Specialist at Intelerad, your primary responsibilities will include serving as the primary escalation point for the Level 1 System Support team, managing customer communications during technical issues, and conducting root cause analysis for major incidents. You will also stay current on product developments, participate in engineering discussions, and contribute to the creation of knowledge resources aimed at reducing escalations.

To qualify for the System Technology Specialist role at Intelerad, candidates should hold a degree in computer science or engineering with 5-7 years of experience in client-facing technical support roles within the medical software field. Expertise in Linux OS, networking troubleshooting, and scripting languages such as PHP or Python are also required. Strong communication skills and a team-oriented mindset are crucial for success.

Intelerad fosters a collaborative and inclusive culture focused on continual growth and improvement. As a System Technology Specialist, you will work with a diverse team that values creativity and proactive problem-solving, all while contributing to significant advancements in the healthcare sector. The company celebrates achievements and encourages personal and professional development in a supportive environment.

The on-call rotation for the System Technology Specialist position at Intelerad is essential for ensuring prompt support during urgent escalations outside of regular work hours. This entails being available for any immediate technical issues that may arise, facilitating quicker resolutions to minimize potential disruption for our clients and contributing to the overall reliability of our services.

Intelerad is dedicated to employee growth and development through comprehensive training programs, ongoing mentorship opportunities, and access to industry-leading resources. As a System Technology Specialist, you will have the chance to further develop your skills, participate in knowledge-sharing initiatives, and engage in projects that enhance your expertise while contributing to the company's innovation in medical imaging.

When discussing your Linux OS administration experience, highlight specific instances where you've managed server configurations, operated within different distributions, or solved specific problems. Focus on your understanding of the command line, file system, and necessary tools that ensure optimal performance in a technical support capacity.

For root cause analysis, explain your systematic approach—starting with data collection, identifying patterns, consulting with relevant stakeholders, and implementing fixes. Emphasize your analytical skills and ability to document findings for future reference, which can enhance team knowledge and reduce future incidents.

In your response, you can discuss any automation scripts, monitoring tools, or knowledge base articles you've created. Explain the problem these tools solved and how they improved the efficiency of the support team, emphasizing your ability to innovate and streamline technical processes.

Emphasize the importance of active listening, empathy, and transparency in your communication approach. Discuss specific strategies you employ to keep clients informed, reassuring them throughout the process, and following up post-resolution to ensure their satisfaction.

Share examples of queries you've written to extract data that helped diagnose issues or improve operations. Discuss how using SQL contributed to identifying trends or enabling faster resolutions, showcasing your proficiency in utilizing databases effectively for technical support.

To stay updated, discuss your commitment to continuous learning through attending webinars, participating in relevant forums, and reading industry publications. Mention any specific resources or communities that you actively engage with to keep your skills sharp and informed about the latest trends.

When mentoring, discuss your style of providing guidance through one-on-one sessions, developing practical training materials, and encouraging open discussions. Emphasize your focus on helping them apply theoretical knowledge in practical situations to foster their confidence and skills.

Share a specific example of a high-pressure technical situation, detailing how you assessed the issue, prioritized tasks, and communicated with affected clients. Highlight the outcome and what you learned from the experience to showcase your ability to perform under pressure.

Explain how you would facilitate discussions centered around supportability by sharing customer feedback, outlining recurring issues, and advocating for changes based on front-line experience. Mention the importance of collaboration and creating a feedback loop to make impactful changes.

Identify key attributes such as strong analytical and problem-solving skills, effective communication, attention to detail, and a proactive approach. Discuss how these traits contribute to success in the role and positively impact client relations and internal collaboration.