Technical Support Engineer 2 - 2nd shift at Minnetonka

COMPANY OVERVIEW:
Vital, a Toshiba Medical Systems Group Company, is a market leader in advanced visualization software solutions for physicians and healthcare specialists. The companys sophisticated technology gives radiologists, cardiologists, oncologists and other medical specialists productivity and communications tools that can be accessed throughout the enterprise and via the Web at anytime and anywhere for patient care and treatment planning. Vitrea® software has been installed at more than 5,000 hospitals in over 80 countries. Established in 1988 and headquartered in Minneapolis, Vital Images also has offices in Europe and Asia. For more information, visit www.vitalimages.com

BASIC PURPOSE AND OBJECTIVES:
The Technical Support Engineer 1 position will be responsible for issuing software licenses and providing both technical and application support for Vital Images’ products and platforms.

OVERALL OUTPUTS, DUTIES AND RESPONSIBILITIES:
• Generate software licenses for:
• New customer orders
• Software reinstallation
• Software upgrades
• Demo systems
• Field support interactions that require system analysis and problem solving techniques and procedures.
• Ability to utilize tools for remote access into customer systems.
• Demonstrates a professional phone manner and presence with a customer-focused attitude toward issue resolution.
• Records all customer call activity in Vital Images call tracking database differentiating between complaints and non-complaints per FDA guidelines. Identify complaints that constitute potential hazards and bring them to the attention of the Manager of Customer Support, per Vital Images procedures.
• Assists with hardware support to customers. Functions as a liaison between the system manufacturer and the customer, when needed.
• Capable of traveling to a customer site. Technical Support Analysts can be expected to travel less than 5% of the time.
• Ability to perform well individually and in a team environment to trouble-shoot and research resolutions (via analyzing, testing or modifying computer systems/programs, consulting with manufacturers, etc…)
• Ability to learn and support DICOM, PACS and their connectivity issues with our software.
• Ability to quickly learn, analyze and support complex customer workflows.
• Ability to follow internal operations process and for supporting customers.
• Prompt and reliable attendance is required.
• Technical Support Engineers are required to work on-call after hours.

EDUCATION AND EXPERIENCE REQUIREMENTS:
• BS in Computer Science, Management Information Systems
• Must have a good understanding of current Microsoft Windows Server Operating System and have a good understanding of Microsoft IIS web server.
• Familiar with basic networking technologies and troubleshooting methods.
• Ability to work on multiple concurrent tasks/activities and meet customer expectations.
• Demonstrated excellent verbal and written communication skills, including call tracking database entry, information sharing among peers, and customer handling.
• Ability to communicate to customers with courtesy and urgency, to achieve customer satisfaction.
• Visible skills in creativity and innovation in order to provide customers with solutions as issues arise.
• CCNA, MCP or MCSE a plus
• Must have a valid driver’s license.

PHYSICAL REQUIREMENTS:
Must be able to lift up to 75 lbs. No unusual physical requirements

WORKING CONDITIONS:
Regular business hours are Monday through Friday, 2:00 p.m. to 11:00 p.m. Hours can vary and expand as dictated by project and/or client demands.

Country: USA, State: Minnesota, City: Minnetonka, Company: Vital Images Inc..