Dedicated Technician Jobs

Position Summary:

The Support Technician will be assigned to the Philips HSDP Tier 1 Support team and he or she will be the first respondent to Philips’ HSDP clients for incidents and service requests submitted by phone or self-service. He or she will be responsible for managing and engaging with Philips HSDP clients throughout the full incident and service request management lifecycle. This role will assist clients with their technical issues and requests and will be responsible for fulfilling various task associated with the HSDP Request Catalog Item library.

Schedule: Tuesday - Friday 1:00 PM - 12:00 Midnight Eastern Time

Essential Duties and Responsibilities:

• Engage with Philips’ HSDP clients (Internal and External Clients) on IT related issues as it pertains to Health suite Digital Platform services, tools, and solutions.
• Observes the entire lifecycle incident and service request management process as cases are driven to resolution and closed.
• Identifies problems related to chronic cases and works to resolve the root cause.
• Assists engineers to make call updates to customers to provide case status based on defined Service Level Agreements.
• Incorporates education goals into daily projects for successful completion of fellowship.
• Generates cases within incident management system originating from telephone support calls, internal and external client email requests, and Network Monitoring System alerts.
• Record events and problems and their resolution in ServiceNow incident and request records
• Direct unresolved issues to the next level of support personal and manage the technical escalation until resolution/closure.
• React to and correlates alerts received from Network Monitoring System.
• Responsible for managing the custom relationship throughout the lifecycle of an incident and service request.
• Requirement to participate in a holiday rotation to ensure continiouse 24x7x365 support.
• Guide and manage clients through the problem-solving process, via various methods of collaborations utilizing collaboration tools such as, MS Teams screenshare and SLACK.
• Participates in the examination and reporting of customer call history where needed.
• Walk the customer through the problem-solving process.
• Suggests improvements to process and workflow as it relates to Philips HSDP Support Operations.
• Works with clients and vendors to process RMA requests.
• Responds to internal and external client email requests.
• Ability to multitask and perform under pressure.
• Drives vendor related issues.
• Determine the best solution based on the issue and details provided by customers.

• Ability to manage an active ticket queue according to the SLAs as outlined in the customer’s contract
• Ability to perform Level 1 technical tasks such as account creations, password resets, program onboarding into various AWS services.
• Ability to multitask and perform under pressure.
• Strong attention to detail and the ability to follow process and procedures as outlined in SOP Documents and Knowledge Base Articles
• Handles customer questions, complaints, and escalations with professionalism.
• Ability to deal with multiple tasks by assigning priorities and evaluating risks and time constraints for each.
• Organized and skilled at troubleshooting common technical problems.
• Proficient computer skills including Microsoft Word, Excel, PowerPoint and Outlook, Microsoft OS, working knowledge of Linux OS, understanding of cloud computing infrastructure.
• Knowledge of the ServiceNow platform, Incident Management, Request Management, and Knowledge Base
• Working knowledge of IP Networking, Routing/Switching, and VPN technology
• Capable of interpreting an extensive variety of technical instructions and deal with several abstract and concrete variables.
• Effectively presents information and responds to questions from groups of managers, clients, and customers.
• Strong Customer Service Skills
• Proven experience as a help desk technician, customer support, and experience working withing a support call center environment.
• High school diploma, Associates Degree preferred. One to two years’ experience.
• Ability to work indepenently.
• Strong communication skills, verbal and written

Physical/Mental Requirements:

• Incumbent must be self-motivated, ability to prioritize work, and meet deadlines in an environment, that is often stressful and fast-paced.
• Ability to lift/move objects up to ten pounds.
• Strong interpersonal and communication skills and be sensitive, adaptable, professional, and articulate when dealing with others.
• Have manual dexterity to operate computer keyboard and standard office equipment.
• Remain seated for long periods of time.
• Talk and hear.

Training Requirements:

• Required to participate and complete ongoing trainings as defined by Philips within the Philips Learning Management System and/or NWN Carousel’s Learning Management System.
• Required training on Philips systems required to perform day to day support responsibilities, system include but not limited to (SLACK, ServiceNow’s Incident, Request, Call, and Knowledge Management Modules, LDAP, Cygwin, Microsoft Active Directory, PRS Data Admin, PRS Portal, etc..)
• Required to participate in new technical task trainings as identified by Philips/Carousel to ensure successful completion of new technical tasks and/or process and procedure responsibilities.