Support Engineer Job in Barrington 60010, Illinois US
Business Segment
Healthcare
About Us
GE Healthcare provides transformational medical technologies that are shaping a new age of patient care. GE Healthcare's expertise in medical imaging and information technologies, medical diagnostics, patient monitoring and life support systems, disease research, drug discovery, and biopharmaceutical manufacturing technologies is helping physicians detect disease earlier and to tailor personalized treatments for patients. GE Healthcare offers a broad range of products and services that are improving productivity in healthcare and enhancing patient care by enabling healthcare providers to better diagnose and treat cancer, heart disease, neurological diseases, and other conditions. Headquartered in the United Kingdom, GE Healthcare is a $16 billion unit of General Electric Company (NYSE: GE). Worldwide, GE Healthcare employs more than 43,000 people committed to serving healthcare professionals and their patients in more than 100 countries. GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation. The United States has regulations that govern the hiring of current or former U.S. Government employees. If you currently work for (or have in the past) the U.S. Government (in any capacity), you may have certain responsibilities under these regulations and certain restrictions may apply to your potential employment with GE. Therefore, if you are contacted by GE regarding a position of employment, and you have worked for the U.S. Government at any time, please immediately inform the GE representative of this fact. GE is an equal opportunity employer.
Role Summary/Purpose
Provide online and telephone technical support to information systems personnel, physicians, medical office staff, and health care consumers in a 24x7 environment. This includes guidance on how to use the product and trouble shooting software, hardware, network and operating system problems.
Essential Responsibilities
Resolve customer issues, documenting action plans for the resolution, initiating and tracking problem assignment to technical resources, and updating customer on issue status. Effectively manage a queue of multiple customer issues in a timely and efficient manner. Make every customer interaction a satisfying experience. Interact professionally and positively at all times with customers at varying levels of the organization. Use good judgment in providing and receiving sensitive information. Follow all applicable security procedures in handling any patient identifiable data. Gather accurate problem description and diagnostic information. Conduct second level problem determination using basic troubleshooting skills, documented procedures and available tools. Appropriately escalate problems to Sr. Technical Staff and Engineering Team ensuring that customer is updated. Demonstrate effective presentation skills necessary to educate clients on the application.
Qualifications/Requirements
- Requires Bachelors Degree or Associates and 1 year of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 4 years progressive experience within technical service role: software, hardware, networks, databases, and/or desktops. -Intermediate working knowledge of PC and standard PC software including Microsoft Office and database programs. 2 years experience in a technical service role: software, hardware, networks, databases, and/or desktops. -Experience in supporting customers and Field engineers in a remote support setting-Demonstrated experience working with networking skills, including understanding of OSI model, TCP/IP, routing and configuration and WAN-Experience configuring Network Trace Tools and reading output Logs-Management of Windows 2003/2008 in Enterprise environments --Ability troubleshooting Virtual Environments-Must be willing to submit to a background investigation, including for example, verification of past employment, criminal history, and educational background. -Must be willing to take a drug test. -Must be legally authorized to work in the United States. -Must be willing to work at our office located in Barrington, IL facility
Desired Characteristics
-Bachelors Degree. Experience in Microsoft SQL Server and/or Oracle database management. -Superior telephone etiquette and an ability to deal with effectively with customers, peers and management.-Self-starter with Service experience and excellent time management skills-Customer focus and strong customer interaction skills, with strong emphasis in communication both Written and Verbal-the ability to effectively interface with cross-functional teams.-Results-oriented problem solver with the ability to work well under pressure-Technical knowledge of Perinatal or Healthcare IT experience-Experience with Quovadx Interface Engine or CCG-Citrix and Office Client Experience-HL7 Experience-MCSE/MCDBA certification-Experience or exposure to SQL Server or Oracle database management-CCNA/CCNP/CCIE-Microsoft Cluster Server-Excellent communications and interpersonal skills; demonstrated ability to effectively interface with cross-functional teams. -High degree of self-motivation and ability to work independently.
GE is an equal opportunity employer, offering a great work environment, challenging career opportunities, professional training and competitive compensation.