Technical Support Engineer, OptiLink Job in Portland, Oregon Us
Technical Support Engineer, OptiLink
The Advisory Board Company (NASDAQ: ABCO)
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The Advisory Board Company (NASDAQ: ABCO) is a global research, consulting, and technology firm helping hospital and university executives to better serve patients and students. We provide strategic guidance, actionable insights, web-based software solutions, and comprehensive implementation and management services. We combine the analytical, managerial, and technological expertise of our 1,600+ employees around the world with insights from the on-the-ground experience of our network of 125,000 leaders at 3,200 health care and higher education member organizations to find solutions to our partners' most pressing challenges. We deeply appreciate the trust that our members place in us, and we seek to serve them with generosity-and beyond expectation-in all that we do.
OptiLink, a division of the Advisory Board Company, provides the automated scheduling, acuity, and productivity tools for managing today's healthcare workforce. All three of these core functions serve to decrease spending and increase satisfaction while maintaining an outstanding quality of care. OptiLink's scheduling system is designed to create reliable schedules that reflect the necessity of the unit, while promoting staff satisfaction by giving them control over their own schedules. Additionally, managers are able to save money and plan according to projected, budgeted, and actual numbers.
Our current opportunity is based in Portland, Oregon.
Technical Support Engineer
As part of the OptiLink Technical Services team, the Technical Support Engineer (TSE) is responsible for providing excellent software support to our members. This position includes extensive troubleshooting of our proprietary web applications, SQL Databases and Windows server issues. TSEs work directly with clinical and non-clinical end-users of varying skill levels via phone, Go To Assist and email. TSEs also work closely with all internal teams including marketing, delivery, account management and development.
Responsibilities include, but are not limited to:
- Serve as Tier 1 technical support resource in a fast-paced and rapidly changing environment
- Troubleshoot and resolve complex, proprietary software issues
- Perform administrative functions related to support delivery, including: technical services phone coverage, tracking support requests, managing follow up and ensuring member management systems are updated with proper documentation.
- Demonstrate expertise on the use and troubleshooting of Optilink software products
- Demonstrate efficient case-management, and ownership
- Escalate cases in a timely and appropriate manner, as needed
- Ensure success of OptiLink members through timely, thorough resolutions, and excellent relationship skills
- Participate in rotation of after-hours, on-call support
- Create and update product documentation and knowledge-base entries
Basic Qualifications:
- Bachelor's Degree or equivalent related experience
- 2+ years of experience providing technical support for enterprise applications to external customers
- 2 years of experience with basic Microsoft Windows Server administration
- Experience with Microsoft SQL Studio Management (2000/2005/2008) with the ability to write and troubleshoot queries and perform basic administration.
- Demonstrated knowledge and experience with IIS web servers
- Demonstrated knowledge of networking (IP configuration, SMTP, FTP, DNS)
Ideal Qualifications:
- Experience with Microsoft Active Directory and/or other LDAP systems
- Current technical certifications issued by Microsoft, Cisco, CompTIA or similar
- Experience with scripting and/or programming such as power shell, VB, C#, etc.
- Demonstrated critical thinking/problem solving skills and an ability to creatively solve complex issues
- A positive, professional attitude and intellectual curiosity
- Ability to effectively communicate both oral and written with employees at all levels
- Excellent interpersonal, verbal, and written communication skills
- Self-motivation and team-collaboration skills
- Proven track record of strong analytical problem solving
- Ability to handle multiple complex issues simultaneously with interruptions
- Excellent customer service for multiple audiences and endless patience
- Experience in the healthcare industry (especially staffing management)
If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1304350-1789-3672
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