Network Support Engineer

Intuitive•Sunnyvale, CA

About The Position

Primary Function of the Position As a Network Support Engineer 3, your primary focus will be to provide Tier 2 end-to-end monitoring, troubleshooting, and technical support for both wired and wireless network systems, as well as various software applications in a multi-tiered service support environment. You must be able to collaborate effectively with clinical and IT personnel at hospitals and accounts, as well as with sales and customer account teams, and across different functional groups within the company. You should be motivated to achieve and maintain the role of Subject Matter Expert (SME) for all Intuitive digital products. This position will involve close collaboration with Product Support, Field Service, Digital Sales, and various Engineering teams to assist with the New Product Introduction (NPI) and commercialization aspects of customer product adoption. Reporting to the Manager of Digital Technical Support, the successful candidate will have a strong track record of resolving complex networking and database issues.

Requirements

This candidate must be self-motivated, energetic, and focused on delivering a world-class customer experience.
A strong communicator who can effectively support cross-functional initiatives and has a collaborative and solution-based approach.
Flexible and able to work in a dynamic, fast-paced work environment.
Comfort with a work schedule that can be dynamic, across multiple time zones, including weekend training and holiday support.
Knowledge of network operations, configuration and troubleshooting TCP/IP, HTTPS, Router skills, VLANs, VPN technology, Firewall skills and NAT/PAT address translation.
In-depth knowledge of core IT technologies and processes (e.g., operating systems, databases, access controls, change control processes, application and system development, IT operations, incident response, monitoring, and asset management).
Familiar with cybersecurity and network security infrastructure best practices, and ability to maintain vigilance in monitoring cyber threats and vulnerabilities relative to our product exposures.
Familiar with data privacy best practices.
Professional with strong customer facing skills that can discuss technical information with a wide range of audiences (From service engineers to hospital leadership).
Ability to make sound judgments and respond with appropriate sense of urgency to effectively support the business.
Thoroughness in completing, communicating resolution, and documenting root cause with customers is imperative.
Familiar with networking medical devices and related guidance, such as ISO 27001, data protection regulations such as Act on the Protection of Personal Information (APPI), and GDPR.
Up to 25% travel required.
Bachelor's degree in Computer Science, Engineering, or related discipline; or 5 years equivalent experience in a network support center environment, preferably in the medical device industry.
Current professional certifications, such as MCSE, CCNA, CWNA, CWSP and CompTIA Network+ or Security+ certifications are preferred.

Nice To Haves

AWS/GCP/Azure experience preferred
SCCM/intune experience preferred
Familiarity with PACS and/or DICOM desired, experience preferred
Familiar with network security infrastructure, threats, and vulnerabilities to networks, and mitigate security threats.
Preferred experience in the Medical Device industry.
Familiar with working with hospital IT or in a medical regulated environment

Responsibilities

Provide Tier 2 support for Intuitive digital products, and networking solutions directly and in coordination with other teams such as Field Service, Tier 1 Digital Technical Support, Digital Sales, and Technical Support to analyze and troubleshoot complex network connectivity problems, user access, and general software application support.
Ability to coordinate activities with Service support Managers, Engineering, Clinical Customers, Hospital IT departments and Field Service Organization with respect to negotiating network connectivity.
Work closely with Product Support and Engineering to develop troubleshooting tools, documentation, and features to enhance remote access capability, effectiveness, and usability.
Communicate technical specifications and requirements for digital solutions with customers and internally with cross-functional teams.
Learn and maintain Tier 2 level of knowledge of all Intuitive products.
Learn and follow all Intuitive policies and procedures.
Record, track, and manage complaints using Intuitive’s business systems.
Create and maintain active directory accounts and PKI certificates.
Oversee and implement new configurations, upgrades, and other enhancements across all networked solutions
Liaison with local and corporate teams on new product introductions, upgrades, new product introductions, and other activities in support of digital solutions as a technical subject matter expert.
Other tasks associated with support for digital products as assigned by manager.