Technical Services Engineer (L1)

The Technical Services Engineer is responsible for delivering first- and second-level technical support for healthcare IT systems, ensuring timely resolution of user issues and maintaining high levels of customer satisfaction. The role works closely with cross-functional teams to troubleshoot, escalate, and resolve technical challenges while supporting system operations, compliance requirements, and continuous process improvement.

The Key Responsibilities are:

• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues.
• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate team.
• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.
• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
• Assist with system updates, installations, and user onboarding for software and hardware.
• Contribute to continuous improvement of support processes and knowledge base.
• Ensure compliance with regulatory standards and internal IT policies.
• Support key customers, maintain positive relationships, and provide ongoing updates and guidance.

Requirements

• Bachelor’s degree in IT, Healthcare Informatics, or a related field, or equivalent experience.
• 1+ years of experience in an IT support role.
• Proven IT support experience, preferably in healthcare environments.
• Fluency in French and English.
• Excellent English communication skills.
• Strong IT, networking, and general computer skills.
• Solid understanding and hands-on experience with PC/server hardware and Linux/Windows command lines.
• Experience troubleshooting complex applications and software products.
• Proficiency in Windows (Windows 7+, Server) and Linux system administration.
• Familiarity with healthcare IT systems such as EMR and clinical software.
• Knowledge of ticketing systems, ITIL-based support processes, and archival/storage media.
• Excellent troubleshooting, diagnostic, and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work under pressure, multitask, and participate in on-call rotations.