Senior Customer Support Engineer
Glenwood, IL

Job Description

The Senior Customer Support Engineer will be the leading member of our team for the deployment of a new SaaS application for the healthcare industry. The successful candidate will have 7 years of experience interacting with clients and providing technical support for the deployment process; including creating and configuring of virtual machines, configuration of VPN tunnels and network security, and support of HIPAA/HITECH compliant systems. Knowledge of DICOM servers and the Healthcare IT environment is a plus. This position will be accountable for customer support during pre-sales and implementation and they will aid in the development of procedures to ensure the reliability, performance, recoverability, and security of the SaaS product.

Principal Duties and Responsibilities:

* Install, configure, administer and maintain servers and infrastructure applications in support of our SaaS business.


* Develop and maintain support and operational documentation for the product.


* Participate in Cybersecurity simulations to test response times and readiness.


* Provide technical consulting to other technology groups within the corporation as needed.


* Work with management and other groups to define the appropriate standards, policies, procedures, software toolsets, and supporting peripherals to facilitate the management, accountability, functionality, and security of server environments.


* Conduct routine hardware and software audits of servers for compliance with established standards, policies, configuration guidelines, and procedures.


* Provide account administration for clients.


* Work with vendors, application developers, database administrators, and other technology groups to resolve client problems.


* Coordinate and lead efforts relating to new hardware and VM installations and technical projects using project management methods and techniques.


* Handle Service Requests, Incidents, Changes and Problems in compliance with the ITIL framework.



Mandatory Competencies:

* Shows a commitment to serve the client; aligns organizational objectives and practices with client interests.


* Virtual Computing Administration (VMWare, VirtualBox, Microsoft Hypervisor)


* Windows Server Operating Systems, 2008, 2012 R2, 2016


* Linux Operating Systems (CentOS, etc.)


* Demonstrated expertise and experience in setup of server hardware and software, including networking, DNS, and security configurations.


* Strong cybersecurity technical skills to combat "bad actors".


* Excellent problem solving, and decision-making skills are essential.


* Good presentation, oral communications, and writing skills are essential.


* Demonstrated ability to learn new technical procedures quickly in unfamiliar environments and to apply previous knowledge to unknown topics to accomplish appropriate results.


* Develops new insights into situations quickly; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs/processes.



Desired Competencies:

* Web Server Administration with IIS or Apache Tomcat.


* Terminal Server Administration (Citrix ICA, Microsoft RDP).


* Scripting language and tools (Python, PERL, batch, etc.).


* Experience with deployment of HIPAA/HITECH compliant services.


* A Bachelor's degree in a technology-related field is preferred or equivalent experience. One or more appropriate technical certifications are preferred
* 7 years of experience in the application deployment field