IT Support Engineer

The Senior Field Tech Support is responsible for providing on-site technical assistance to end users, ensuring smooth operation of IT hardware, software, and network systems under supervision. The role acts as the local hands and eyes for the Clinical and Infrastructure managed services team, assisting in on-site support, diagnostics, incident resolution, and coordination with the central IT Helpdesk.

Key Responsibilities:

• Onsite Support: Travel to M42 facilities to provide hands-on technical support to caregivers, staff, contractors, and end users.
• Technical Troubleshooting: Diagnose and resolve issues related to end-user devices, peripherals, and clinical technologies, including printers, card readers, IPTV, telephones, kiosks, barcode scanners, wristband printers, label printers, signature pads, dictation systems, and medical devices.
• EMR & Clinical Systems Support: Support Electronic Medical Record (EMR) systems such as Oracle Health (Cerner). Troubleshoot issues impacting clinical workflows, nursing stations, physician workstations, and ancillary departments, along with application teams.
• Medical Device & Interface Support: Support the integration of medical devices with healthcare systems by monitoring and resolving connectivity and data transmission issues. Coordinate with Biomedical Engineering, vendors, and application teams, and participate in testing and validation activities for new device implementations.
• Installation, Configuration & Maintenance: Install, configure, upgrade, maintain, and repair hardware, software, end-user devices, and peripherals to ensure optimal performance and availability.
• Network Support: Assist with network-related issues, including connectivity troubleshooting, Wi-Fi support, and basic network configurations.
• Incident & Service Management: Ensure incidents and service requests are resolved within agreed SLA targets, monitor ticket queues, track service performance metrics, and escalate complex issues to L2/L3 teams, managed service providers, and vendors as needed.
• Project & Go-Live Support: Support workstation refreshes, departmental relocations, infrastructure deployments, EMR implementations, optimizations, upgrades, hospital expansion projects, new facility openings, cutover activities, and user-readiness initiatives.
• Customer Service & Training: Communicate effectively with users to understand issues, provide technical guidance, and deliver basic training on IT equipment, applications, and supported technologies.
• Documentation & Asset Management: Maintain accurate service records, technical documentation, support procedures, knowledge articles, asset inventories, and storeroom inventory management.
• Security & Compliance: Ensure all IT equipment and systems comply with organizational IT security policies, healthcare regulations, and operational standards.
• Continuous Service Improvement: Identify recurring issues, recommend process improvements, and contribute to maintaining high-quality IT services and customer satisfaction.
• Reporting & Collaboration: Prepare regular operational reports and collaborate with Clinical Applications, Infrastructure, Biomedical Engineering, vendors, and business stakeholders to support ongoing IT operations and strategic initiatives

Technical Skills:

Systems & Platforms

• Microsoft Windows Server and Desktop Operating Systems
• Microsoft 365
• Active Directory
• Azure AD / Entra ID (preferred)
• Endpoint Management Solutions

Networking

• TCP/IP
• DNS
• DHCP
• VLANs
• Wireless Networking
• Network Troubleshooting

Healthcare Technologies

• Oracle Health (Cerner)
• Clinical device integrations
• Healthcare interoperability concepts
• Clinical workstation support

IT Service Management

• ServiceNow
• ManageEngine
• Jira Service Management
• Incident, Change, and Problem Management processes

Installation OR Configuration OR Maintenance OR troubleshoot OR