Tier 2 Technical Support Analyst
Core
Resolve complex, high-priority IT escalations and maintain business-critical operations for healthcare environments, including network infrastructure, clinical hardware, and telephony.
Role type
Senior IC Tier 2 Technical Support Analyst
Builds
Seamless service continuity and operational risk mitigation for healthcare providers
Domain
Healthcare IT / Network Infrastructure
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Advanced network troubleshooting, clinical hardware diagnostics, endpoint management, telephony administration, chatbot workflow engineering, IT procurement coordination, remote user support, Tier 1 mentorship
Preferred skills
Healthcare environment experience, Google Workspace administration, NinjaOne/RMM platform expertise, Salesforce proficiency
Technologies
Cisco Meraki, 8x8, Google Workspace, NinjaOne, ConnectWise, Salesforce, Cognigy, Active Directory, DNS, DHCP, SSL, VLANs, VPNs, TCP/IP
Responsibilities
Resolve complex Tier 2 technical escalations and conduct advanced remote diagnostics; Manage network infrastructure including firewalls, switches, and VPNs; Oversee specialized clinical hardware (EKG, ECG, Spirometry) and POS systems; Administer Google Workspace and 8x8 telephony systems; Engineer and optimize automated chatbot workflows; Provide technical mentorship and training to Tier 1 teams; Lead incident resolution during care center go-lives; Develop standard operating procedures and technical playbooks
Seniority
Mid-Senior, hands-on IC