Job Description
Job Description
Please note this position is based in Des Moines and must be available to travel to client sites in and around Des Moines. Candidates will be required to pass (70% or higher) a proctored pre-employment skills assessment to move to the interview stage.
WHO WE ARE:
Prime Care Technologies provides flexible hosting, managed services and cloud software solutions to long-term care providers. Based in Georgia, we are currently recruiting for a Technical Field Engineer who can provide expert level remote management, administration and support for client production systems, networking and application solutions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Serves as customer facing technical resource and works in collaboration with internal and external staff as needed to provide effective end user support and issue resolution.
• Provides first-class assistance in optimal use of and troubleshooting of the system
• Consults with clients and end-users, to determine hardware, software or system functional specifications.
• Collects detailed information, performs thorough analysis and relies on experience and judgement to determine the most effective method of resolution.
• Performs parameter configuration changes, database performance tuning and applies software patches.
• Provides daily operational processing, monitoring and support which includes changes to user administration and Application version upgrades.
• Works with colleagues to smoothly transition new facilities to production operation
• Works with vendors as partners to deliver tightly integrated, seamless service to clients
• Participates in Disaster Recovery and Client Business Continuity process
• Participates in the development, refinement and enhancement of process improvements for the facilities
• Participates in the investigation, implementation and operation of 3rd party tools to improve, automate and streamline the delivery of services
• Creates formal documentation including configuration documentation, test documentation and support documentation
• May serve as a project team member on project implementations; independently completing assigned tasks of medium to high complexity resulting in successful, on time and on budget projects.
• May provide on-call support coverage via on call rotation schedule as needed
• Other duties as assigned
MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)
• Bachelor’s Degree or equivalent work experience
• Minimum 2 years’ relevant Desktop Support and/or hosting of experience in a large enterprise environment
• Exceptional customer service skills with expertise in troubleshooting, diagnosing and solving complex computer related problems. This includes experience in
o Database, operations and basic administrative functions
o Maintenance and configuration of network devices
o Storage administration
o IP connectivity and troubleshooting
• Ability to work professionally with all levels of client organizations staff.
• Excellent organizational, time management, written and verbal communication skills
• The ability to work quickly and accurately in a shared community environment.
• Ability to complete multiple tasks with minimal direction.
• Ability to listen and analyze customer needs
• Ability to interact with end-users, Vendors, and Client IT departments.
• Experience in using common Customer Service software.
• Presents a positive image that reflects well on the organization.
• This position requires the ability to travel
CERTIFICATION/TECHNICAL SKILLS
• Applicable IT or industry certifications (MCP, A+, Network+, Security +)
Prime Care Technologies offers a full line of benefits including health, dental, vision, disability and life as well as paid time off and a company sponsored 401k. Prime Care Technologies is an equal opportunity employer.