Technical Support Engineer

Description

Position Summary 

The Technical Support Engineer at Your Health Idaho provides support to internal teams as the primary contact for application troubleshooting and resolving software related issues. The technical support engineer will work between system users and technical teams, and will take charge of issue troubleshooting and debugging, root cause analysis, providing users step-by-step instructions for issue resolution, while also collaborating with technical teams to ensure resolution of root cause issues.

Responsibilities (Position may include additional functions not listed)

?Develop extensive knowledge of the organization’s applications in support of a cross functional team.

?Investigate, troubleshoot, and resolve issues reported by internal customers.

?Participate in problem solving discussions and relay important application feedback across a variety of technical teams including software development, networking, security, and infrastructure.

?Perform debugging procedures.

?Conduct root cause and impact analysis for recurring or high priority issues and provide reports to leadership as requested.

?Perform analysis on software application functionality and suggest improvements.

?Document troubleshooting steps and solutions and contribute to a knowledge base for other support engineers.

?Assist in software testing and quality assurance processes.

?Develop scripts for verifying the correct operation of integrations.

?Perform data imports/exports and maintenance of third-party integrations.

?Complete resolution of escalated technical issues including facilitation of bug/defect review and remediation

?Provide support on new initiatives and work with staff as necessary to resolve issues.

? Review and analyze data from multiple internal and external sources

? Perform other duties as assigned.

Requirements

Qualifications

?Bachelor’s degree in Computer Science, Information Systems or related discipline

?3+ years’ experience performing business analysis as well as proven ability to guide and identify business requirements (i.e., requirements elicitation, analysis, specification, and verification) and apply them in practice

?Exceptional customer service skills including an aptitude and temperament for technical support.

? Experience with SQL and a working knowledge of databases.

? Experience using JIRA and Confluence as well as participating in the software development

lifecycle through Agile methodologies.

? Experience optimizing complex enterprise systems.

? Expertise in cloud-based architectures, AI-driven troubleshooting, and DevOps methodologies.

? Advanced knowledge of IT software, hardware, and network setup

? Ability to research, define and analyze business problems

? Knowledge of software development and maintenance methodologies

? Proficient with Windows and web-based systems including Microsoft Office: Outlook, Word, Excel, PowerPoint and Visio

? Critical thinking abilities to take complex, ambiguous, abstract requirements and break them into smaller components, patterns, views and features

? Ability to effectively communicate business concepts to technical audiences as well as technical and data concepts to non-technical audiences

? Strong analytical, technical, and organizational skills

? Excellent verbal and written communication as well as business writing skills

? Proven ability in relationship building and facilitation

? Ability to adhere to strict confidentiality policies and procedures consistent with the values and integrity of YHI.

? Demonstrated ability to work within a fast-paced, quickly evolving organization, manage multiple complex priorities and respond effectively to change.

? Ability to work with minimal supervision and under tight deadlines.

? A committed self-starter with exceptional interpersonal, problem-solving, and communication skills with ability to develop and maintain cooperative and productive work relationships

Physical & Other Requirements

? Ability to work in office and workshop settings. Frequent facilitation of meetings, workshops, or group meetings. Use of normal office machines and specialized audio-visual equipment for presentations.

? Ability to listen to and understand others as well as ability to give and receive instructions via telephone, computer messages, face-to-face, and in writing. Must possess the ability to write and compose correspondence, memorandums, and reports manually and via computer or email as well as be able to make presentations.

? Availability to work additional hours or weekends as projects demand. Some travel may be required.

*The functions described herein are not the only responsibilities and tasks to be performed by the individual occupying this position.

The individual will be required to follow any other instructions and to perform any other job-related duties as required by his/her

supervisor or manager. Requirements stated herein are minimum levels of knowledge, skills, and/or abilities to qualify for this

position. To perform the responsibilities of this position successfully, the individual will possess the abilities and aptitudes to perform

each task proficiently. “Ability” means to possess and apply both knowledge and skill.

This job description includes the essential functions of the job that an incumbent must be able to perform with or without reasonable

accommodation.

This document does not create an employment contract, implied or otherwise. The organization maintains “at will” employment. This

job description is subject to review and may be revised or updated at management’s discretion.