Technical Support Engineer Jobs in Hyderabad - Radiant Sage I Tech Services Pvt. Ltd.
Technical Support Engineer
Job Description
- Job Title: Support Engineer
- Department: Imaging Core Lab
- Location: Hyderabad
- The Support engineer role is to ensure proper computer operations so that end users can accomplish organizational tasks.
- This includes receiving, prioritizing, documenting and actively resolving end user help requests.
- Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.
- Relationships Reports To : Project Manager Directly
- Supervises : N/A Works
- Closely With : Clients, Project Managers, Cross Functional Team
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests. • Develop help sheets and knowledge base articles for end users.
- Study configurations for CLIB based on study requirements.
- Perform related duties consistent with the scope and intent of the position.
- Knowledge of basic computer hardware.
- Experience with desktop operating systems including Windows XP, Ubuntu Linux, and Mac OS X .
- Knowledge on Java and advanced topics of java.
- Knowledge on java script, HTML, XML, Postgres, MySql, Oracle and tomcat server.
- Knowledge on Alfresco, DICOM and clinical research is an added advantage.
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities.
- Good understanding of the organization's goals and objectives.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Technical Skills
- Organizational Skills
- Interpersonal Skills
- Communication Skills
- Willing to work in rotational 24/7 shifts, including night shifts.
- Education Bachelor’s degree in Computer Science.
- Language Skills Excellent verbal and written communication skills.
- Work Experience At least two years of relevant work experience.
Job Particulars
About Company
Radiant Sage was established in 2006 with an unmatched passion and determination to change the way clinical imaging trials were being managed with something far superior which would result in substantial benefits for the sponsors as well as the various participants in the trials.
In 2007, Radiant Sage had the privilege of winning a joint development contract for building a clinical imaging platform from one of the top three pharmaceutical companies in the world. And this gave Radiant Sage a firm foundation to build on!
The contract was won after an elaborate bid process which was highly competitive with participation from some of the major global IT solutions providers, CROs and Imaging Core Labs. We believe that the win was due to Radiant Sage's entrepreneurial spirit, deep IT/ Clinical knowledge and unshakable commitment combined with the joint development partner's willingness to try a revolutionary and game changing approach.
The clinical imaging platform resulting from a two year effort is the foundation based on which our two primary products Core-Lab-in-a-Box™ and RadVista Viewer have been developed and successfully launched.
We wish to acknowledge our joint development partner and first customer for having the belief and faith in us, without whom we would not have been able to achieve our dream of delivering these game changing solutions to our customers.
