Through analysis, repair, and maintenance, the Tier 2 Engineer ensures that computer hardware, software, systems, and related equipment are operating optimally and that problems are addressed in a timely manner, consistent with applicable SLAs and established protocols. Availability to work outside of normal business hours based on project requirements is also required. Travel to remote sites to support the hardware, software, and various network connected devices as needed.
Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
1.Exemplifies superb customer service skills
2.Self-motivated, directed, and passionate
3.Adheres to standard concepts, practices, and procedures
4.Maintains an understanding of MFA-wide hardware and software applications
5.Implements agile service management methodologies
6.Performs Tier 2 phone support utilizing remote control tools as well interact directly with staff
7.Travel to remote sites to provide support for the hardware, software, telephony, and infrastructure at MFA remote sites.
8.Assists with triaging IS&T Department tickets, ensuring that all tickets are appropriately assigned or closed.
9.Works with MFA associates to maintain systems to meet their needs.
10.Supports and maintains functionality of MFA desktop and thin clients.
11.Assists integration of new hardware and software systems.
12.Participates in group meetings to solve problems, report findings, and facilitate workflow.
13.Works closely with teammates, cross functional IS&T teams and vendors to troubleshoot problems and offer possible solutions.
14.Evaluates software and makes recommendation for change.
15.Maintains and supports all printers by either repairing when possible or reporting to the proper party for repairs.
16.Supports all medical equipment’s connectivity to the network and reports to the proper party for repair.
17.Performs research to collect, analyze and present substantive information for technical Knowledgebase documentation, articles, and correspondence.
18.Relocates computers and printers during office moves and ensures that the equipment is connected to the network and functioning properly.
1.Help to maintain a safe, clean, and orderly work environment.
2.Perform other duties as needed to ensure smooth IS&T Department operations.
3.Actively pursue ways to improve the methods and approaches used to deliver “High Tech, High Touch” customer service.
2. Unload and store newly delivered computers.Requirements
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EducationBachelor’s degree in an appropriate field preferred, or an equivalent combination of experience and training.
Scrum and Agile Certification preferred
This position requires a minimum of three years of hands-on technical experience in a customer facing networked environment, a working knowledge of Microsoft operating systems and MS Office products.
Must have excellent verbal and written communication skills. Must be able to communicate providing verbal feedback in a professional manner. Must be able to follow and understand instructions, and react favorably in all work situations. Must have strong interpersonal skills and be mentally adaptable and flexible in dealing with a variety of people at various levels within and outside the Medical Faculty Associates (MFA). Must be able to do math calculations and input data into the computer.
Daily supervision received from the Solutions Center Manager
Scrum (Software Development)
Agile Software Development