L2 Support Engineer
Core
Advanced troubleshooting for clinical hardware, imaging workflows, telemetry systems, and platform components, acting as an escalation point for L1 and handoff to L4.
Role type
L2 Support Engineer (Medical Device/Platform)
Builds
Ensures seamless handoff to L4 and validates network/firewall prerequisites for clinical imaging systems.
Domain
Healthcare IT / Medical Device Support / Cloud Infrastructure
Deliverable
client delivery
Required skills
deep troubleshooting, radiology workflow knowledge (PACS/DICOM), RMM tools (NinjaOne), observability tools (Datadog/Splunk), cloud concepts (AWS/GCP), log analysis, network diagnostics
Preferred skills
problem-solving, escalation judgment
Technologies
NinjaOne, Datadog, Splunk, AWS, GCP, PACS, DICOM
Responsibilities
Deep-dive analysis of TechLive platform, devices, ScanLink workflows, WatchRTC telemetry, and NinjaOne diagnostics; Troubleshoot workflow, imaging, and device-level issues beyond L1 scope; Validate network/firewall prerequisites, connectivity, and data flows; Perform diagnostics: log analysis, workflow validation, error tracebacks; Escalate to L4 for software defects, CI/CD issues, cloud outages, and security incidents; Author/update SOPs, KB articles, and runbooks; Participate in RCA reviews and problem management.