IT Implementation Specialist at Efferent Services Limited

ROLE SUMMARY
The Implementation Specialist has solid competency in one or more products and/solutions, and may have basic training in one or more additional product/solution. Responsible for business development, project management, preparing specifications on IT infrastructure, and provide expert support to clients through the engagement life cycle. Acts as the primary technical face to the customer. Responsible for meeting the technical requirements of the clients, and drives customer satisfaction through Service Excellence.

QUALIFICATIONS/REQUIREMENTS

• Bachelor’s Degree in Health or Technology Related-Sciences
• 2+ years experience in the clinical or technical field
• Proven track record of client engagement, technical expertise and project management
• Ability to perform technical installations and implementations if needed

ESSENTIAL RESPONSIBILITIES

• Under minimal to no supervision, serve as Efferent’s technical lead to assigned customers; complete initial assessments, installation, implementation, troubleshooting, maintenance, and service repair needs on designated product and/or solution.
• May assist and/or train client on the designated product and/or solution as needed.
• Own customer issues from dispatch or identification of issue to resolution.
• If a Remote Technical Partner is engaged, proactively engage with them and client members to ensure they are aware of status of all issues at all times for the designated customers.
• Effectively communicate and partner with teammates and colleagues.
• Maintain consistent communication with customers as needed to ensure resolution and proper follow-up, leading to customer satisfaction.
• Understand and communicate business goals and objectives to the broader Efferent team assigned to the customers.
• Partner with the customer and recommend value-added services that will help the customer run their business more efficiently.
• Keep up to date on administrative responsibilities such as maintaining customer assessment/implementation/service logs and internal service records in a timely manner, and managing cycle times.
• Utilize the Efferent’s escalation process, as needed, and work closely with appropriate personnel define and implement corrective action plans to resolve customer issues in a timely manner.
• Serve as a member of the technical community for key accounts.
• Effectively engage commercial counterparts, identify potential sales leads, participate in sales opportunities such as contract renewals, and assist with promoting and implementing revenue programs.
• Focus on customer needs and satisfaction, while building on and enhancing the relationship with the customer to ultimately become a perceived partner in their business.
• Keep up to date with competitor information and market trends.
• Identify business opportunities for the organization.
• Complete on-time and accurate Preventative Maintenance as needed.
• May include application training for internal and client staff on designated equipment.

TECHNICAL RESPONSIBILITIES

• Strong knowledgeable of network infrastructure assessment and management, such as but not limited to MACs, WLAN, LAN, WAN/MAN, WAN, VPN Firewall, converged IP networks, TCP/IP.
• Strong Knowledge of Remote Access Protocols(SSH, Telnet etc)
• Strong knowledge and understanding of various technical architectures.
• Working knowledge of all of the following PC, Linux and MAC operating systems: Ubuntu/CentOS, Win XP, WIN 7, WIN 10, OS X 10.6
• Possess excellent troubleshooting skills and ability to problem isolate, problem identification, know when/how to escalate critical issues and resolve issues with technology partners.
• Understand technical requirements needed to deploy partner solutions.
• Use tools provided to understand processes, appropriately assign incidents or resolve incidents while working with virtual teams
• Ask probing questions to assist with the diagnosis, triage, or resolutions during critical use of applications.
• Basic Knowledge of Electronic Circuits/Electrical Power