Technical Support Engineer

About the role

The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. This role works closely with cross‑functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Key responsibilities

• Provide first‑ and second‑level support for healthcare IT systems, troubleshooting and resolving technical issues.
• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Monitor the support queue, triage tickets, and assign them to the appropriate product or functional team.
• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.
• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
• Assist with system updates, installations, and user onboarding for new software and hardware.

Required profile

• 1+ years of experience in an IT support role.
• Bachelor’s degree in IT, Healthcare Informatics, or related field, or equivalent experience.
• Proven IT support experience, preferably in healthcare or clinical environments.
• Fluency in French and English.
• Strong IT, networking, and general computer skills.
• Hands‑on experience with PC and server hardware platforms and command lines on Linux and Windows.

Required skills

• Linux command line and system administration.
• Windows operating systems (Windows 7+ and Server).
• Networking and PC/server hardware platforms.
• Healthcare IT systems such as EMR and clinical software.
• Ticketing systems and ITIL‑based support processes.
• Archival and storage media knowledge.
• PACS, DICOM, HL7 and radiology workflow (preferred).