Field Engineer

Client Technical Analyst II

Founded in 1998, Spheris is the nation’s premier, digital medical transcription service provider.  Through cutting-edge technology and a work force of 5000 employees, Spheris serves over 200,000 physicians at more than 500 health systems, medical centers and clinics in the United States and Canada.

 

Schedule for this position is Tuesday – Saturday 7a.m. to 4p.m.

Job Purpose:

To provide technical support in a 24x7x365 Call Center environment. Responsible for providing professional and prompt first level technical support via the telephone. Excellent communications skills are necessary in this role, as a key function of this position is to communicate clearly and effectively with all parts of the company when outages or production issues arise.

 

Job Responsibilities:  First level support for Spheris’ application platforms, servers and other supported products.  Must be able to troubleshoot, diagnose and document issues.  Must own the issue until resolution and be responsible for all assigned issues.Provide Exceptional Customer Service. Service levels will be measured by number of trouble tickets resolved, average time to resolve tickets, system uptime and network availability.Follow incident management processes, procedures, and associated tools requirements.Effectively communicate with other technicians on technical matters, as well as all levels of internal and external personnel in a team-oriented environment.Communicates with the customer, as needed, to report on status and resolution of issuesParticipates in 24/7 on call rotationProvide technical and customer service mentoring for less experienced personnel.Monitor and analyze trends to ensure continuous improvement. Collaborate with other teams to resolve cross-departmental problems or issues.Perform other duties as assigned.

 

Decision-Making:  Ability to investigate and determine root cause of an issue and implement the best solutionAbility to determine whether to involve additional resources immediately based on the issue, the customer and other circumstances.

Job Qualifications: 

Education:

AS degree/diploma in Information Technology or related environment or equivalent additional experience

Experience:

2 or more years experience in trouble shooting issues in complex system that operates in a 24/7 mission-critical environment

Knowledge / Skills:

·  Strong technical skills with databases (SQL and/or Oracle), personal computers, Networks, and Internal Spheris transcription applications and job workflow, Microsoft Office products, including Outlook, Word, and Visio

·  Good oral and written Communication skills must be able to communicate at a technical level as well as at a higher level that a customer would be able to understand.

·  Must have excellent technical and analytical skills and have the ability to manage multiple and conflicting priorities.

·  Must be able to adhere to departmental and corporate processes and procedures.

·  This position requires knowledge of NT/2000/2003, PC hardware, Networking, software troubleshooting and knowledge of remote system hardware and troubleshooting. 

·  Quick learner with the ability to take self-initiative to resolve problems with minimal assistance.

Licenses / Certifications:

MCSE, MCP, CCNA, C (C#), .NET, Java etc, preferred but not required

Please apply directly at http://www.spheris.com/; for quick consideration please include salary requirements.

 

Spheris offers a comprehensive benefit package including medical, dental and visions insurance, short-term and long-term disability coverage, life insurance, 401k plan and Paid Time Off.