EU Network Support Specialist
il y a 2 jours
We are seeking a highly skilled Network Support Engineer to join our team at Intuitive Surgical. As a Network Support Engineer, you will be responsible for providing end-to-end monitoring, troubleshooting, and technical support for our wired and wireless network systems and supporting various customer-based software applications and networks in a multi-tiered service support environment.
Key Responsibilities- Provide Tier 1 & 2 support by working closely with EU Customers and our internal Technical Support / Field Service / Clinical Sales teams to remotely analyze and troubleshoot complex network connectivity problems, user access, and general software application support.
- Support pre and post-sales activities as a technical subject matter expert; this can include conference calls with C-level executives, DPO, Net/Sec Engineers, Legal, and Clinical to articulate and/or answer network, data, and security designs/questions about our products/services.
- Responsible for completing customer's requests for information.
- Ensure that cyber and data regulations required for a medical device are effective and in accordance with local markets regulations.
- Work closely with Product Support and Engineering to increase the products' effectiveness, usability, and serviceability of the device/application.
- Gain a solid understanding of Intuitive products, services, and company policies, processes, and procedures.
- Effectively use Intuitive business systems to process, record, document complaints and resolution, retrieve contact information, install base, and client system configuration information.
- Support Engineering development work which may include off-hour verification testing.
- Be able to execute ad-hoc projects as assigned.
- Work collaboratively with the organization to achieve client business goals by providing essential job functions and able to recognize and drive key initiatives to support corporate/departmental goals.
- Communicate product/service architectural design, security, and data controls, compliance, and features and benefits of the product/service through meetings, presentations, and reports to customers.
- Work within a Global Support Team to provide support over a wide range of time zones; and a flexible work schedule is required.
- Pre-site verifications to prepare site for remote connection, telepresence.
- Read and inspect customer's system installation report (technical implementation hand-over checklist) to confirm readiness for support.
- Support system upgrades remotely, as per business needs.
- Perform maintenance inspections as required to ensure system meets performance specifications.
- Administrative duties, which include but are not limited to; Field Activity Reports, Return Material Authorizations, Expense Reports, etc.
- Act as a liaison for customers to Product Management, Engineering, and Sales.
- Review and advise on systems configurations, architecture diagrams, technical specifications, and designs. Provide technical guidance and training to service operations and developers.
- Provide feedback to improve processes and efficiencies.
- Bachelor's degree in Computer Science, Engineering, or related discipline; or 5+ years equivalent experience acceptable working in a customer support center environment, preferably in the medical device industry. Current professional certifications, such as Azure DP-900, AZ-900, MCSE, CCNA, CWNA, CWSP, and CompTIA Network+ or Security+ certifications are preferred.
- Knowledge of network operations, configuration, and troubleshooting TCP/IP, HTTPS, Router skills, VLANs, VPN technology, Firewall skills, and NAT/PAT address translation.
- In-depth knowledge of core IT technologies and processes (e.g., network systems, operating systems, databases, access controls, change control processes, application and system development, IT operations, incident response, monitoring, and asset management).
- Familiar with cybersecurity best practices.
- Familiar with data privacy and protection regulations, such as GDPR.
- Familiar with HL7, PACS, and DICOM preferred Comprehensive hands-on experience with LAN/WLAN/WAN, and Voice/Video over IP.
- Advanced knowledge of network troubleshooting tools and techniques. Excellent analysis, troubleshooting, and debugging skills, in particular TCP/IP and 802.11 networking protocols.
- Be familiar with working with hospital IT or in a medical regulated environment.
- Be familiar with network security infrastructure, threats, and vulnerabilities to networks, and mitigate security threats.
- Proven customer-facing skills with the ability to discuss technical information with a wide range of audiences (From service engineers to CTO/CIO).
- Experience in using service ticketing system (SFDC cases preferred).
- Must read, write, and speak English and another EU language fluently (French or German).
- Effectively work and communicate and within the team and upper management.
- Thoroughness in completing tasks is imperative.
- Demonstrated analytical and problem-solving skills including an understanding of the regulations and requirements of the healthcare industry.
- Ability to develop relationships and work effectively with customers at all levels and across functions relative to technical and business issues.
- Ability to work independently, troubleshoot, and prioritize day-to-day activities.
Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information, or any other status protected under federal, state, or local applicable laws.
We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.
Shift: Day
Travel: None
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