Technical Support Consultant - Req 2244

Job Description

Altera, a member of the N. Harris Computer Corporation family, is seeking a Technical Support Consultant to deliver health IT solutions and support caregivers worldwide. The Technical Support Consultant will provide software application support to hospital IT staff via remote administration technologies, troubleshoot and resolve software issues, and ensure proper case documentation. The role involves working with international clients and collaborating with cross-functional teams.

Responsibilities include:

• Providing software application support to hospital IT staff via remote administration technologies.
• Troubleshooting and resolving moderate to complex software issues for international clients.
• Tracking and documenting inbound requests while ensuring proper case documentation, adherence to standard operating procedures, and meeting SLAs.
• Educating clients on application functionality and software error resolution while providing feedback to the product development team.
• Handling priority support cases, including incidents and requests, taking necessary action and providing regular client updates.
• Creating knowledge base articles and document defects as part of problem management processes.
• Utilizing change management and patient safety processes.
• Collaborating with cross-functional teams such as Development, QA, and Implementation.
• Participating in team knowledge-sharing sessions and product KT activities.
• Supporting escalation calls (P1/P2-level) and assist in bridge calls when needed.
• Providing on-call production support on a rotational basis for P1 and P2 tickets.
• Engaging with clients, vendors, and internal teams to ensure issue resolution and client satisfaction.

The ideal candidate will have:

• Proficiency in SQL, including writing basic to moderately complex queries.
• Good understanding of Windows Server administration.
• Experience in troubleshooting and supporting Microsoft Windows Server and SQL Server environments.
• Hands-on experience in software/product support with strong troubleshooting and analytical capabilities.
• Good understanding of the software development life cycle.
• Excellent written and verbal communication skills.
• Experience of working with international clients.
• 2–4 years of experience in a support or related role within IT or healthcare.

Altera offers:

• Flexible policy allowing employees to work from home and/or office.
• Opportunity to work in a 24x5 shift model.
• Opportunity to work during after-hours and holidays as on-call support.