Job Description
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.
Responsibilities:
- Answer customer end-user questions that could be technical in nature, or more workflow related
Troubleshoot:
- Connectivity problems
- Network issues
- Printer problems
- File system problems
- Interfaces
- Hardware
- Disk Space and disk drive issues
- Problems with reports
Perform:
- Basic database maintenance
- Database Queries
- Database validation
- Downloading and analyzing of server and cabinet log files
- Execution of scripts and other engineering tools to resolve issues
- Use software tools to remotely log into to EnlivenHealth systems at customer sites
- Remotely assist onsite personnel resolve issues (customers or EnlivenHealth field personnel)
- Recommend configuration changes to meet customer needs
- Mentoring of other tier I engineers
Understand:
- Computer hardware and software systems
- Linux operating systems
- File system structure and logs
- Computer networks and devices
- SQL Databases and queries
- Registry editor
- HIPAA requirements
- Document
- All actions taken during the course of resolving a ticket
- All interactions with customers (internal and external)
- Any incident in violation of HIPAA restrictions
- Contribute to dept. repositories of information or knowledge in the form of tech tips, customer notes, instructions or any discoveries that others can benefit from.
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
Work Conditions:
- Work-from-home (requires functional, quiet environment with internet access)
- Mixed Weekday/Weekend shift, holiday and/or night shift on-call availability
About Us
Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care. We strive to be the healthcare provider’s most trusted partner by our guiding promise of “Outcomes. Defined and Delivered.”
Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.
Our guiding principles inform everything we do:
- As Passionate Transformers, we find a better way to innovate relentlessly.
- Being Mission Driven, we consistently deliver on our promises.
- Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation.
- Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
- Intellectually Curious, eager to think deeper to learn and improve.
- In Doing the Right Thing, we lead by example in ALL we do.
We are deeply committed to Environmental, Social, and Governance (ESG) initiatives. Our ESG efforts focus on creating an inclusive culture and a healthier world. This includes our Employee Impact Groups, which foster diversity and inclusion, as well as our learning and well-being programs that support personal and professional growth. We also prioritize sustainability in our operations, aiming to reduce our environmental footprint and promote responsible business practices. Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.
About The Team
Omnicell is dedicated to fostering a diverse and inclusive workplace. We welcome applications from all individuals, valuing a wide range of perspectives and backgrounds. As an equal opportunity employer, we do not discriminate based on race, gender, religion, sexual orientation, gender identity, national origin, veteran status, or disability. We are committed to making our recruitment process accessible to everyone. We offer support and reasonable adjustments for individuals with disabilities during our hiring process. If you need assistance, please contact us at Recruiting@omnicell.com .
At Omnicell, respect for privacy and confidentiality is paramount. We adhere to strict policies to prevent discrimination or retaliation against those who engage in open conversations about compensation. However, employees privy to compensation information as part of their job role are expected to maintain confidentiality, except in specific circumstances outlined by law, such as during formal complaints, investigations, or as required by legal obligations.
Please note that Omnicell reserves the right to modify job roles and responsibilities as needed to meet our organization's evolving needs and drive our mission forward.
