Technical Engineer II

Summary

Fusion Health is a company focused on building reliable healthcare software for complex care environments. The Technical Engineer II role involves providing customer support, troubleshooting software issues, and collaborating with project teams to ensure successful software implementations.

Responsibilities

• Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues
• Provide desktop and application support to our customers in on-prem and hosted environments
• Research and analyze issues to ensure successful outcomes
• Identify technology solutions based on analysis of customer support needs
• Work alongside different project teams to make sure that all customer installs and upgrade projects are being completed correctly and timely
• Produce, maintain, and update technical documentation
• Contribute to all customer support tools and support processes
• Create tickets for clients using Service Desk software for all incoming phone calls and emails; escalate to higher tier support, when necessary
• Participate in a team on-call rotation while providing 24/7/365 technical support
• Develop a comprehensive understanding of software applications and pharmacy/nursing use-cases

Skills

• Bachelor's degree or equivalent in Computer Science, Information Systems or any other related field
• 2-3+ years of experience in a related IT role
• 2-3+ years of experience with SQL and/or Powershell
• Professional IT experience which includes: + Windows Servers, Active Directory, DNS, Microsoft Office
• Strong analytical and problem-solving skills, with proven ownership of projects and getting issues resolved
• Strong verbal and written communication across different teams both internally and to clients
• Ability to work well with other team members
• Excellent customer service skills and ability to build relationships
• Experience in other programming languages is a plus, but not required
• Certifications such as A+, MCSE, MCTS, MCITP, CNE, CCNA are a plus but not required

Qualifications

Must Haves

• Bachelor's degree or equivalent in Computer Science, Information Systems or any other related field
• 2-3+ years of experience in a related IT role
• 2-3+ years of experience with SQL and/or Powershell
• Professional IT experience which includes: + Windows Servers, Active Directory, DNS, Microsoft Office
• Strong analytical and problem-solving skills, with proven ownership of projects and getting issues resolved
• Strong verbal and written communication across different teams both internally and to clients
• Ability to work well with other team members
• Excellent customer service skills and ability to build relationships

Nice to Haves

• Experience in other programming languages is a plus, but not required
• Certifications such as A+, MCSE, MCTS, MCITP, CNE, CCNA are a plus but not required

Benefits

• Medical, dental, and vision coverage
• 401K
• Generous PTO
• We operate in a hybrid environment