Philips Technical Support Engineer (VCE) - L2 in United States of America - Home Based, Massachusetts
In this role, you have the opportunity to
Provide the highest level of support and satisfaction to Philips customers using iSite and Intellispace products by determining problem resolution using available tools and knowledge of the Philips system.
You are responsible for
Providing phone and e-mail support to end-users and administrators of Philip’s imaging products, with primary focus on break/fix activities related to Virtual Computing Environment (VCE) customer and test environments
Clearly documenting and reproducing all steps taken during problem resolution
Troubleshooting and remediating all vSphere, ESX host and SAN array issues, including code blue restorations
Opening and managing support tickets with VMware, IBM, Dell, HP, and Quest
Analyzing performance issues with the VCE platform
Executing VCE platform power off/on, and data center moves
Participating in 24/365 after-hours on-call
Primary engineer for SIDRA failover
Technical resource for CARE, TAM, and training
Managing the CARE VCE
Resolving escalated issues from less experienced TSE
You are a part of
The Philips Enterprise Imaging and Clinical Informatics Business Unit which provides a comprehensive solution for medical image storage and enterprise distribution. Our Software as a Service solution stores images for millions of patients across hundreds of hospitals around the country and helps clinicians acquire, analyze, and interpret clinical data so they have the care-specific information they need to make informed decisions with confidence.
To succeed in this role, you should have the following skills and experience
Bachelor’s degree, or similar equivalent work experience. Additional consideration given for technical certifications such as MCSE and CCNA.
4+ years supporting a post-sales enterprise client/server architecture. Experience in supporting clinical and/or health care applications a plus.
Ability to take ownership of issues and resolve problems in early stages
Very good customer service skills are required, ability to effectively communicate with a wide range of customers
Good written and verbal communication skills
Ability to gather and analyze information skillfully
Experience providing technical support for iSite and Intellispace preferredTechnical/Functional Requirements:• Windows Client Operating Systems• Windows Server Operating Systems• Microsoft Clustering• Microsoft Message Queuing• Microsoft SQL Server 2000• Microsoft Internet Information Server 5.0• Basic TCP/IP Networking skills• Prior experience using a CRM to support and document details of customer interaction• DICOM and/or HL7 knowledge a plus In return, we offer you To learn and advance with Philips, a diversified technology company, focused on improving people’s lives through meaningful innovation. With a century of history and more than 450 innovative products and services, we are ready to meet today’s challenges in healthcare by creating solutions that deliver better care to more people at lower cost. Why should you join Philips? Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.