L1 Support Engineer

L1 Support (Level 1) Engineer :

provides outstanding customer service by supporting our clients with a wide range of proprietary medical record processing and analytics products. This role is the initial point of contact for the clients to answer questions and solve problems.

This is an excellent opportunity with growth potential and on-the-job learning and mentorship.

If you love to…

Provide excellent customer service by serving as the initial point of contact via telephone or ticket portal, follow up on open issues to ensure resolution

Develop and sustain a productive customer relationship, making the customer and their needs a primary focus.

Utilize and contribute to a shared knowledgebase providing procedural and technical direction.

Provide technical support of hosted applications, servers, 3rd party connections, and network resources.

Assist with navigating around application menus and may be required to remote into customer's systems.

Effectively escalate complex problems to a large number of engineering teams

Real time monitoring of active client environments using SolarWinds, Prometheus, and Uptime Robot

Willing to support our clients 24 / 7 / 365 with flexible shift scheduling which may include on-call coverage evening, overnight and weekends.

What you bring to this role :

Strong knowledge of Network troubleshooting, including command prompts for connectivity issues, locating IPs (Internet Protocol), and identifying connection errors.

Proficient with probing questions, collecting the most relevant information up front.

Ability to troubleshoot within the scope of the contract, redirecting externally as needed.

Ability to communicate clearly and professionally, both verbally and in writing

Amazing customer service skills, with the ability to empathize.

You may also bring this :

Previous computer technical support preferred.

Some comprehension of PowerShell commands

Jira experience

AWS experience

Preferred Experience and Education Requirements :

High School Diploma or equivalent required.

Information Security and Compliance Responsibilities

Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy and HIPAA Privacy and Security.

Adhere to and comply with the organizations Acceptable Use Policy.

Safeguard information system assets by identifying and reporting potential and actual security events to the organizations Security and Compliance Officers.

The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Health Catalyst, where employment is based upon personal capabilities and qualification without discrimination or harassment on the basis of race, color, national origin, religion, sex, sexual orientation, gender identity, age, disability, citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law.. Health Catalyst is committed to a work environment where all individuals are treated with respect and dignity.