This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Services Engineer based in Mexico.
This role is an opportunity to provide high-quality technical support within a healthcare IT environment where reliability and responsiveness are critical. You will serve as a key point of contact for users and customers, troubleshooting complex issues and coordinating their resolution. The position combines hands-on technical support with client communication, implementation work, and cross-functional collaboration. You will work closely with IT, Product, and Engineering teams to resolve escalated incidents and improve service delivery. The role also contributes to stronger support processes, documentation, and knowledge management. Success requires strong technical judgment, customer focus, and the ability to remain effective in a fast-paced environment.
Accountabilities
- Serve as a primary technical contact for users and customers, responding to inquiries and coordinating issue resolution through phone, email, and ticketing systems.
- Act as a primary implementation resource for client projects, supporting activities from project kickoff through successful completion.
- Provide second-level technical support for healthcare IT systems, diagnosing and resolving complex or escalated hardware, software, networking, and application issues.
- Coordinate projects and assigned tasks while maintaining clear communication with customers and ensuring issues are followed through to resolution.
- Participate in a rotating support schedule by monitoring incoming tickets, triaging requests, and routing incidents to the appropriate product or functional teams.
- Collaborate with IT, Product, Engineering, and other cross-functional teams to investigate complex technical problems and implement effective solutions.
- Maintain accurate and detailed records of incidents, troubleshooting steps, resolutions, and workflows within the ticketing system.
- Contribute to the development and continuous improvement of support processes, technical documentation, and knowledge-base resources.
- Support key customers by providing timely updates, technical guidance, and a professional service experience.
- Ensure support activities comply with applicable healthcare regulatory requirements, internal IT policies, and established service procedures.
- Participate in on-call or varied-hour support schedules as required to maintain service continuity.
Requirements
- 5+ years of professional experience in IT support, technical services, or a related technical support environment.
- Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent practical experience.
- Proven experience supporting IT environments, preferably within healthcare, clinical, or other mission-critical settings.
- Strong customer service and relationship-management skills, with experience handling user support or call-center interactions.
- Solid knowledge of IT infrastructure, networking, general computing, and technical troubleshooting principles.
- Hands-on experience supporting PC and server hardware platforms and working with command-line environments in Linux and Windows.
- Strong troubleshooting experience across complex applications, software products, and technical environments.
- Proficiency with Windows operating systems, including desktop and Windows Server environments, as well as Linux system administration.
- Familiarity with healthcare IT systems, including electronic medical records and clinical applications.
- Experience using ticketing systems and working within ITIL-based support processes.
- Knowledge of archival systems and storage media.
- Excellent diagnostic, analytical, and problem-solving abilities, with a structured approach to identifying root causes.
- Strong written and verbal communication skills and the ability to explain technical information clearly to technical and non-technical audiences.
- Ability to manage multiple priorities, work effectively under pressure, and collaborate with teams across different functions.
- Flexibility to work varied hours and participate in rotating on-call coverage.
- Preferred: Experience with PACS, Radiology, DICOM, HL7, and radiology workflows.
- Preferred: CompTIA Linux, RHCA, or RHCT certification.
- Preferred: CCNA or CCNP certification.
- Preferred: Proficiency in additional languages, particularly for supporting European or international users and customers.
Benefits
- Full-time position with a remote work arrangement.
- Opportunity to work on healthcare IT systems where technical reliability and service quality have a direct impact on users and customers.
- Exposure to complex healthcare technologies, clinical software, infrastructure, networking, and enterprise IT environments.
- Cross-functional collaboration with IT, Product, Engineering, and customer-facing teams.
- Opportunity to contribute to client implementations and technical projects from kickoff through completion.
- Professional development through exposure to healthcare IT standards, ITIL-based processes, and specialized technologies such as PACS, DICOM, and HL7.
- Opportunity to strengthen technical expertise across Windows, Linux, networking, hardware, applications, and healthcare systems.
- International exposure and the potential to leverage additional language skills in support of global customers.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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