For this position, we are looking for a person who would provide Level 2 grade advanced technical support for third-party customer IT services in the dialysis IT area. Resolve complex escalated incidents and support the configuration, administration, and reliability of applications and IT systems that interact with medical devices. Contribute to larger projects and services and independently deliver smaller projects.

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In this position, you will be responsible for:

• Resolve complex incidents escalated from L1 support, prioritizing by criticality, patient-safety impact, and agreed service levels

• Troubleshoot application, server, database, network, and connectivity issues using relevant systems and network-administration skills

• Support medical-device software applications and the IT systems and interfaces that connect with medical devices. The role covers IT support only; it does not include repair or maintenance of medical devices

• Administer applications and related IT systems, including configuration, monitoring, maintenance, and reliability improvements

• Investigate recurring issues, perform root-cause analysis, document resolutions, and recommend preventive actions

• Create and maintain complete, accurate, and audit-ready documentation for incidents, changes, configurations, procedures, and project work, in accordance with applicable company and regulatory requirements

• Regularly review, update, and maintain the knowledge base, ensuring articles and support procedures remain accurate, accessible, and useful to L1 and other support teams

• Implement approved configuration changes, patches, and upgrades in accordance with company policies and applicable validation requirements

• Troubleshoot data transmission and interfaces using relevant healthcare standards, such as HL7 and FHIR, and protocols such as PEP

• Support relevant network infrastructure and secure network segments used for medical devices and patient-data routing

• Protect sensitive customer and patient information and follow applicable information-security, privacy, and compliance requirements

• Guide customers and end users, share knowledge with L1, and act as an escalation point for complex issues

• Coordinate technical investigations and service activities with internal teams and third-party vendors

• Participate in IT projects, including implementations, migrations, and upgrades; independently plan and deliver smaller projects

• Contribute to disaster-recovery planning and testing

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We are looking for a person with the following experience:

Soft skills:

• Solid experience in IT support or operations, including complex incident resolution

• Experience supporting business applications and administering IT systems

• Strong analytical and structured problem-solving skills

• Customer-focused communication and collaboration skills

• Proactive, accountable, and results-oriented approach

• Effective prioritization and time management

• Attention to detail and awareness of patient-safety, privacy, and service risks

• Ability to work independently on assigned tasks and smaller projects

• Excellent written and spoken English

• Handles customer and patient information with strict confidentiality

• Comfortable supporting IT systems that interact with medical devices and clinical workflows

• On-call, shift, travel, and customer-site requirements are not currently required

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Technical skills:

• ITIL incident, problem, and change-management practices

• Application administration, configuration, and reliability

• Basic understanding of clinical workflows and dialysis IT environments would be considered an advantage

• Relevant healthcare data-exchange standards, including HL7 and FHIR would be a plus

• Data privacy, GDPR/DSGVO, and information-security principles

• Intermediate project coordination and independent delivery of smaller Dialysis-IT related initiatives is highly valued

• Windows administration and enterprise application support

• Server, database, and virtual-machine fundamentals

• Networking, including routers, switches, firewalls, and secure network segments

• System monitoring, troubleshooting, maintenance, and configuration MS SQL knowledge is an advantage

• Clear technical documentation and reporting

• Relevant certifications are an advantage, including Microsoft Administrator, Cisco CCNA, ITIL Foundation, CHTSP, and MS SQL Foundation.

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