Philips Tier 2 Technical Support Engineer in Eindhoven, Netherlands

HealthSuite digital platform (HSDP) is seeking a Tier 2 Technical Support Engineer. This position is a key role with the HSDP Support Operations Team and will be integral in bridging the troubleshooting efforts of our Tier 1 Support team, HSDP Tier 3 Platform Operations, and Tier 4 R&D Engineers.

The ideal candidate must have the ability to work and communicate effectively with Clients, other Technical Support teams, HSDP Leadership, Operations, Engineering, and multiple vendors. With a focus on customer service and their overall experience, this role ensures complex technical incidents and service requests are addressed to meet or exceed commitments specified in our Service Level Agreements (SLAs) with our Clients. This role also requires effective leadership, collaboration, and mentoring skills.

This position will also work to identify training opportunities for the technical support organization to improve the overall Client experience. Coaching and mentoring others while effectively addressing escalated issues to ensure the delivery of timely resolution to Clients will be a key factor in this role.

Responsibilities:

  • Delivers excellence with hands-on technical assistance and troubleshooting for resolving critical and routine Client incidents.

  • Participates in an on-call rotation cycle, as needed.

  • Uses professional technical expertise to identify and lead service support initiatives to improve the effectiveness of processes, products, and systems.

  • Provides experienced technical support and mentoring to address Client issues escalated from lower level TSE’s, while building Tier 1’s overall knowledge and understanding.

  • Build relationships with Tier 3 Platform Operations Engineers and Tier 4 R&D Engineers while assisting with Client escalations and issues.

  • Resolves complex Client cases successfully, and clearly documents steps performed within the IMS when further escalation is necessary.

  • Proactively shares knowledge with external partners, vendors, and Clients by clearly documenting updates, actions, and case closure notes within the IMS.

  • Identify coaching opportunities and develop training documentation, FAQs, how-to guides, and articles to foster growth of knowledge within the entire Support Operations organization.

  • Analyzes and documents all actions taken toward resolving significant and unique Client issues as Knowledge Articles within the IMS.

  • Mentor, coach and educate others effectively adjusting to different learning styles and levels or understanding.

Required Skills/Experience:

  • 5+ years of superior Client troubleshooting / Technical Support Engineering experience in hosted, cloud-based technologies.

  • Deploying, managing, and troubleshooting complex issues, utilizing ITIL best practices.

  • Ability to learn and quickly adapt to new challenges.

  • Demonstrated leadership skills.

  • Strong Unix/Linux administration & troubleshooting skills.

  • Writing & troubleshooting shell, bash, Python, and Ruby scripts.

  • Excellent architecture knowledge at both network and system levels including IaaS, PaaS, SaaS, service chain, load-balancing, and elastic scaling.

  • Knowledge of troubleshooting and configuring web applications and services using REST API and CLI.

  • Demonstrated ability to document process, procedures, and knowledge articles to share information with others.

  • Able to communicate identified challenges within the team and provide ideas on thoughtful and possible solutions.

  • Ability to effectively document and track issues in IMS.

  • Strong communication, both written and verbal, as well as effective interpersonal skills.

  • Bachelor or Master's degree in Engineering or equivalent is desired.

  • ITIL Foundation v3 or v4 Certification.

In this role, you have the opportunity to

Manage all facets of Client retention including participating in the resolution Incidents and Service Requests. Analyze operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to HealthSuite digital platform (HSDP) Clients.

You are responsible for

  • Delivers excellence with hands-on technical assistance and troubleshooting for resolving critical and routine Client incidents.

  • Participates in an on-call rotation cycle, as needed.

  • Uses professional technical expertise to identify and lead service support initiatives to improve the effectiveness of processes, products, and systems.

  • Provides experienced technical support and mentoring to address Client issues escalated from lower level TSE’s, while building Tier 1’s overall knowledge and understanding.

  • Build relationships with Tier 3 Platform Operations Engineers and Tier 4 R&D Engineers while assisting with Client escalations and issues.

  • Resolves complex Client cases successfully, and clearly documents steps performed within the IMS when further escalation is necessary.

  • Proactively shares knowledge with external partners, vendors, and Clients by clearly documenting updates, actions, and case closure notes within the IMS.

  • Identify coaching opportunities and develop training documentation, FAQs, how-to guides, and articles to foster growth of knowledge within the entire Support Operations organization.

  • Analyzes and documents all actions taken toward resolving significant and unique Client issues as Knowledge Articles within the IMS.

  • Mentor, coach and educate others effectively adjusting to different learning styles and levels or understanding.

  • Develop and maintain Support Operations department procedures, processes, and knowledge articles.

  • Liaison between Clients and higher escalation tiers to resolve cases in the Incident Management System (IMS).

  • Perform training and knowledge transfer to other team members within Tier 1 and Tier 2 Support, as well as occasional Client training as needed during service delivery.

You are a part of

HealthSuite digital platform (HSDP) is seeking a Tier 2 Technical Support Engineer. This position is a key role with the HSDP Support Operations Team and will be integral in bridging the troubleshooting efforts of our Tier 1 Support team, HSDP Tier 3 Platform Operations, and Tier 4 R&D Engineers.

The ideal candidate must have the ability to work and communicate effectively with Clients, other Technical Support teams, HSDP Leadership, Operations, Engineering, and multiple vendors. With a focus on customer service and their overall experience, this role ensures complex technical incidents and service requests are addressed to meet or exceed commitments specified in our Service Level Agreements (SLAs) with our Clients. This role also requires effective leadership, collaboration, and mentoring skills.

This position will also work to identify training opportunities for the technical support organization to improve the overall Client experience. Coaching and mentoring others while effectively addressing escalated issues to ensure the delivery of timely resolution to Clients will be a key factor in this role.

To succeed in this role, you should have the following skills and experience

  • 5+ years of superior Client troubleshooting / Technical Support Engineering experience in hosted, cloud-based technologies.

  • Deploying, managing, and troubleshooting complex issues, utilizing ITIL best practices.

  • Ability to learn and quickly adapt to new challenges.

  • Demonstrated leadership skills.

  • Strong Unix/Linux administration & troubleshooting skills.

  • Writing & troubleshooting shell, bash, Python, and Ruby scripts.

  • Excellent architecture knowledge at both network and system levels including IaaS, PaaS, SaaS, service chain, load-balancing, and elastic scaling.

  • Knowledge of troubleshooting and configuring web applications and services using REST API and CLI.

  • Demonstrated ability to document process, procedures, and knowledge articles to share information with others.

  • Able to communicate identified challenges within the team and provide ideas on thoughtful and possible solutions.

  • Ability to effectively document and track issues in IMS.

  • Strong communication, both written and verbal, as well as effective interpersonal skills.

  • Bachelor or Master's degree in Engineering or equivalent is desired.

  • ITIL Foundation v3 or v4 Certification

In return, we offer you

A path towards your most rewarding career. Philips is growing its marketing capability enterprise wide. Succeeding in this market-based role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

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.