Air Medical Group Holdings

  • IT Tier 3 Technical Support Engineer

    Job Locations US-TX-Denton
    Posted Date 3 months ago(7/25/2018 3:40 PM)
    iCIMS Requisition ID
    2018-5435
    # of Openings
    1
    Job Families (Portal Searching)
    Operations
  • Overview

    It's a beautiful thing when a career and a passion come together!

    Join our team and begin the career journey you've imagined.

     

     

    Join a positive, supportive environment that has a passion for excellent patient care
    Work with top healthcare providers from across the country
    Enjoy continuous professional development
     

    Med-Trans is an industry leader that provides life extending air and ground medical transport services of the critically ill and injured.  We are renowned for our state-of-the-art equipment, safety-first culture and patient care excellence.

     

    Med-Trans offers competitive salaries and an outstanding benefits package including a 401(k) retirement plan with a company match. 

    Responsibilities

    The Tier 3 Technical Support Engineer is the final escalation point within the IT Operations and Support Services Team.  Technical issues that cannot be resolved by levels 1 & 2 support staff are escalated to the Tier 3 Technical Support Engineer.  This engineer is capable of troubleshooting and resolving the most difficult and complicated issues. This position will provide customers with the absolute highest level of service to ensure customer satisfaction and loyalty. The engineer will continuously assist and resolve a wide variety of technical requests, inquiries and complaints while using extensive technical knowledge to do so.  Through effective use of written and verbal communication, the Tier 3 Technical Support Engineer sets and manages expectations with the customer by adhering to our ITIL-based Incident and Problem Management policies.

    Qualifications

    • Associate’s degree (Bachelor’s degree preferred) or equivalent work experience is required
    • Strong interpersonal skills
    • Excellent communication and documentation skills
    • Demonstrate ability to learn and support new applications and technologies
    • Ability to remain calm in a fast-paced work environment and demonstrate thoughtful leadership in assessing problems and opportunities
    • Relentless focus on providing a high degree of service by taking ownership of projects, tasks, and trouble tickets
    • Proactively identify and recommend updates or changes to existing processes, software, or hardware.
    • Ability to retain detailed information and/or instruction
    • Ability to solve complex problems in a technical service environment
    • Ability to exercise sensitivity to customer needs and challenges
    • Strong technical aptitude
    • Ability to apply critical thinking skills to maintain high levels of support in a dynamic environment
    • Demonstrate the ability to complete initiatives and projects on time
    • Three+ years of experience in providing end-user technical support
    • Networking and/or VPN experience

    Excellent technical troubleshooting skills with below:

    • Windows, Linux environments
    • Microsoft applications (e.g., Office suite, Dynamics, Lync/Skype for Business)
    • Enterprise ticketing and asset management solutions (e.g., Altiris, SCCM, LANDesk, ServiceNow, BMC Remedy)
    • Mobile devices (e.g., iOS and Android devices, wireless data cards)

    WORKING CONDITIONS AND PHYSICAL EFFORT

    • Work is normally performed in a typical interior/office work environment
    • No or very limited exposure to physical risk
    • May be required to sit for long periods of time
    • May be required to lift 50 lbs. or more

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