Jobs at OutsideIn HR Limited

Responsibilities and Duties

• Develop deep product expertise, understand Intron’s technology in and out, know how all the pieces fit together, and grow to quickly debug tough cases based on an intuitive understanding of how the Intron hardware system works.
• Diagnose and troubleshoot technical issues, including account setup, Linux Server install, and network configuration, issues with laptops, scanners, multifunction printers, smartphones, tablets, and IT-related hardware/software
• Ask customers targeted questions to quickly understand the root cause of a problem.
• Track computer system issues through to resolution within agreed time limits
• Talk clients through a series of actions, either onsite, via phone, email, or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers), and provide prompt and accurate feedback to customers
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare regular, accurate, and timely reports, monitoring, and report on system health (workstations, network, solar) daily, and ensure all issues are properly logged
• Software duties include installing, upgrading, and maintaining operating systems, antivirus software, account creation, account removal, whitelisting, blacklisting, maintenance, and policies.
• Responsible for hardware inventory and software licensing
• Assist with Systems Administration tasks and projects such as network/data security, backups, patching, network issues, antivirus scan schedules, etc.
• Maintain and update documentation, i.e. procedures, diagrams, inventory, and knowledge articles, develop automation and tooling as needed.
• Calculate and document equipment power/space requirements and consumption for multiple sites. Work with Vendors, local Engineering, Facilities Operations, to meet these requirements.
• Schedule and perform network maintenance including repairs, upgrades, and migrations.
• Participate in on-call activities and follow an escalation process to support the infrastructure 24/7.
• Keeping records of customer interactions, transactions, comments and complaints.
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes.
• Maintain jovial relationships with clients

Requirements
Shortlisted Candidates must possess the following skills and experience:

• B.Sc Degree in Information Technology, Computer Science or relevant field
• 3+ years of proven work experience as a Technical Support Engineer, Network Support Engineer, IT Help Desk Technician, or similar role with a strong track record of networking-related problem-solving, critical thinking, and troubleshooting.
• Experience coordinating and executing hardware procurement, installation, and configuration.
• Hands-on experience with Linux Server and Linux environments (2+ years)
• Experience with Raspberry Pi or other SCBUs is a big plus but not required
• Good understanding of computer systems, mobile devices, and other tech products
• Familiarity with remote desktop applications and help desk software
• Excellent problem-solving and communication skills
• Comfortable traveling to client sites as needed (up to 20% travel)
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
• Excellent account management, follow-through, and attention to detail.
• Comfortable working in a healthcare/hospital environment.
• Experience installing or managing renewable energy systems (inverters, solar panels, batteries) is a big plus.

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Responsibilities and Duties

• Develop a deep knowledge of the Intron application and system.
• Interact with doctors, nurses, patients and various stakeholders/disciplines within the hospital, understanding their concerns and pain points and translating those into action points that improve the usability of the application.
• Partner with our customers to effectively diagnose and resolve issues onsite at the hospital (primary channel) and through phone, email, and chat and engage with our product and engineering teams using established processes
• Answer how-to questions and help customers navigate a variety of tools on the platform, helping them use more of our platform or remove roadblocks
• Onboard new hospitals to our platform. Trains hospital staff to use the Intron software.
• Communicate thoughtful, customized solutions that help customers move forward and grow their business
• Keeping records of customer interactions, transactions, comments and complaints.
• Show composure, resilience, and flexibility as customer needs evolve and case volume changes

Requirements
Shortlisted Candidates must have the following skills / experience:

• Have a Bachelor's Degree and/or 2+ years of proven customer support/service experience.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers (MS Word/Excel/PowerPoint, Google Docs/Sheets/Slides)
• Personable, good communicators. Personable and friendly.
• Have demonstrated experience in customer service and are passionate about the customer experience
• Can autonomously troubleshoot and further investigate to fix a problem
• Comfortable working with a remote team
• Clinical/Healthcare/Hospital experience is a plus but not required.