TECHNICAL SUPPORT ENGINEER

EnlivenHealth™ is the Omnicell, Inc. division that builds advanced patient engagement and communications solutions that enable retail pharmacies and health plans to improve the health outcomes of their patients, while strengthening the long-term health of their businesses.
We have a dynamic opportunity for a Technical Support Engineer to join our team, and as a member of this team you would be a leading subject matter expert of our products & services within the organization. Your primary responsibility will be to support EnlivenHealth customers, 3rd party field service, and EnlivenHealth employees, but there is room for creativity and technical exploration in order to ensure customer satisfaction. This is a highly visible position due to the direct daily contact with EnlivenHealth customers and internal cross-functional teams.
In this role, you will provide technical support for EnlivenHealth products & services in use throughout the customer base. You will support calls via a number of channels such as phone, chat, or e-mail, and must assure prompt, courteous and professional service to our customers. Based on the customer’s needs this support function can include providing general direction and guidance on calls, working jointly on calls, and/or accepting ownership of calls with 3rd party vendors. You will also need to understand when to escalate an issue to a Tier 2+ Technical Support Engineer for resolution based on time, issue difficulty and severity of issue. Thorough documentation, of all support activities within EnlivenHealth’s Service database is also a requirement.

REQUIRED KNOWLEDGE AND SKILLS:

• Strong knowledge of Operating Systems (Linux/Unix/Windows)
• General knowledge of Network operations (LAN/WAN, TCP/IP, etc)
• Excellently verbal and written communication skills
• Strong organizational skills
• Ability to multi-task`
• Ability to maintain calm, professional demeanor when under pressure
• Ability to manage sizeable workload
• Understanding of network hardware (routers, switches, hubs, NIC cards, cabling)
• Basic understanding of computer hardware troubleshooting (hard drives, pc boards, electronics, wiring, etc)

BASIC QUALIFICATIONS:

• High School Diploma/GED
• Two years’ experience in a technical support position working with end-users
• Experience in Linux OS and Command Line environment
• Experience in using remote support methods (VPN, PCAnywhere, Terminal Services, VNC, FTP)

PREFERRED QUALIFICATION

• Associates degree
• Database query and management experience
• VM work experience
• Experience using CRM (customer relationship management) software
• Experience in or knowledge of pharmacy operations

• Answer customer end-user questions that could be technical in nature, or more workflow related