Technical Support

**Overview**

As Level 2 Technical Support Engineer your main responsibility will be to act as an escalation point for complex support incidents and problems originating from Customer issues reported to the Helpdesk.

You will need to be able to deal authoritatively with all technical aspects, bringing together different inputs from all stakeholders, if they are required to find a solution. When a case is passed to you, you will also manage the progress of the issue and all communication with external and internal Customers to the very highest level, including arranging Customer visits where needed.

Everything around this escalation process becomes your focus for improvement. For example: using data to identify problem areas and working with key stakeholders to improve, whether this is through you building knowledgebase content, providing tailored training and scheduling regular meetings to review.

You work closely with the Development Engineering team in identifying and resolving hardware and software defects. They also work with the Engineering team on new product development, Beta support, and technical training. On occasion you may be required to join our Project Teams assisting with the installation and configuration of Omnicell systems, or assist other teams as required.

**Responsibilities**
- You will provide 2nd Level software / hardware support. For Supply X / Med X & ADC
- You will take ownership of escalated cases passed to you from the Service Desk and you will resolve extremely complex Customer technical issues.
- You will work to agreed SLA's, including determining when to involve others, such as implementation or development teams.
- You will maintain timely and routine communication with Customer on progress of work.
- You will document and update cases assigned to you in our CRM system.
- Work with Development Engineering and OEM vendors on possible software and hardware defects as identified via reported Customer problems.
- You will be seen by the wider business as a high-level technical resource.
- You will use metrics and insight from escalated issues to create articles in Omniknowledge.
- You will participate in regular Customer site visits to manage Customer relationships whilst representing the Helpdesk team.
- You will also undertake Customer site visits to either intervene with resolving problems of high severity or to provide specialist knowledge as required for new solutions.
- You will be required to provide out of hours cover for evenings and weekends on a rota basis when the business deems this necessary.

**Required Knowledge and Skills**
- Advanced problem-solving skills with ability to develop effective long-term solutions to complex problems.
- Verbal and written communications must be professional, clear, accurate and in a language our customers can easily understand.
- Previous experience providing 2nd Level Support or above
- Windows Server administration and management including IIS 6 or higher and standard windows tools/technologies (PerfMon, AD, Domain Management).
- Networking background with TCP/IP and other related protocols such as FTP, FTPs, HTTP, HTTPs, TCP/IP, SSH, etc. and ability to use network diagnostic tools (ping, tracert, telnet, etc.).
- Experience with computer-controlled hardware systems (robotics, lift systems, assembly systems, etc.)
- Strong planning, organizational and presentation skills necessary.
- Able to work independently with little direction.
- Strong partnering and collaborative skills as they relate to Customer management in a time critical support environment. Ability to team with co-workers and engineering to rapidly resolve Customer issues through joint problem solving.
- Builds Customer relationships built on trust, execution of commitments and true empathy for the Customer’s situation.
- Will be required to travel to Customer sites across International.
- Fluent in English.

**Personal characteristics**
- Must be able to hold themselves and others accountable in all aspect of the Customer Issue Resolution lifecycle.
- Must be passionate about resolving customer technical issues and continuous learning.
- Must be innovative in approach to problem solving.
- Collaborative by nature, i.e. comfortable when articulating action plans with customers and colleagues in English.
- Driven in respect to achieving both personal and business goals.

**Basic Qualifications**
- 5+ years’ experience in Customer services, providing software and troubleshooting support.
- IT/IS Certifications, Networking Certifications, or equivalent experience.

**Preferred Qualifications/Experience**
- Experience of hospital pharmacy processes in UK
- Knowledge of retail pharmacy processes in UK
- Pharmacy automation knowledge
- Other language skills would be an asset (e.g. French, German or Spanish)

**About Us**

Do you want to make a meaningful difference in the quality of healthcare? Omnicell is empowering health systems and pharmacies to radically trans