Job Information
RLDatix Technical Support Engineer in USA, Illinois
Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, connecting disparate information across the enterprise – thus giving organizational leadership the contextualized data they need to make better informed decisions.
RLDatix is truly global, with over 1,800 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy is fueled by organic and inorganic growth that brings together the brightest minds and the latest technology – including AI - to deliver marketing leading solutions for our clients. We are looking for people to join our team who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.
Successful Technical Support Engineers at RLDatix are driven by the need to help our customers use our products to their full potential. Their exceptional interpersonal, multi-tasking, and teamwork skills combined with their high energy and enthusiasm ensures jobs gets done and done well. They have impeccable troubleshooting abilities that enable them to research and solve challenging and unique problems independently. They are able to adapt to ever changing environments quickly and are eager to expand their knowledge.
What you’ll do:
Reporting to the Senior Director, Customer Support NAM, you’ll install, configure and upgrade our Web-based applications and provide technical support
Serve as a point of escalation to our Customers’ IT departments and RLD’s internal teams to provide high-level technical support for our products and services
Work closely with Customers on custom projects/implementations that require a technical lead
Work with Customers over the phone, through incident cases and through Live chat.
Diagnose workstation compatibility issues by ensuring proper IE settings, Group Policy, Security Policy, etc., are adhered to.
Work on internal projects which aid in the evolution of Support Services and RL
Query live SQL databases in search of data integrity or performance issues
Write and modify SQL triggers, functions, stored procedures, views and general statements as part of designing support solutions for our Customers
Diagnose authentication and user profile issues that relate to Active Directory/LDAP, Single Sign On and Federated Authentication.
Configure and troubleshoot web server services such as IIS, Application Pools, SSL
Create and troubleshoot scheduled batch jobs using the Task Scheduler
Trace performance issues with the use of SQL Profiler, Performance Monitor and similar tools
Troubleshoot email and SMTP issues, and engage the correct contacts for resolution
Perform custom configurations of our applications by modifying XML files, web.config, and .apsx files
Communicate bugs and enhancement requests with the PM and Development teams
Troubleshoot ADT (HL7) message issues by working with the Customer's interface team and ensure the proper fields were processed correctly into the database
Configure database field mapping for a variety of lookups our application utilizes, and troubleshoot ETL and file export issues
Work with our IT team on supporting our hosted Customers
Review IIS and application log files to trace back the steps taken to reproduce errors
Analyze the business and technical needs of a Customer
Create knowledgebase articles and provide internal training sessions
Provide training to our Customers’ technical teams on first line application troubleshooting steps
Fulfill the terms of our Service Level Agreement (SLA) to ensure Customer satisfaction
Document inquiries and requests using Salesforce
Who you are:
At least 3 years of experience providing high-level technical/application support
Have a University Degree in a related field
Strong oral and written communications skills, and excellent interpersonal skills
Solid understanding of Microsoft SQL server 2005-2012 querying and administration
Understanding of networking concepts, including standard protocols and ports, VPN, firewall, etc.
Experience with Microsoft’s Active Directory, LDAP and authentication methods
Fundamental understanding of IIS, .NET, and web applications
Working knowledge of various operating systems including Windows 7/10, Server 2008/2012/2016
Understanding of SMTP and email systems and troubleshooting
Well-developed research and troubleshooting skills
Business Hours:
RLDatix support is available Monday through Friday from 8:30am-5:30pm EST
Participate in a rotating on-call schedule for after-hours coverage
Availability to provide holiday coverage, as needed
Nice to haves:
Experience with XML, C#, ASP.NET, JavaScript and/or HL7 communication standards
Healthcare IT, project management and/or network administration experience