Server Upgrade & Maintenance Support Specialist

Bayer•Hendersonville, TN

10d

About The Position

The purpose of this position is to execute software upgrades on servers, perform routine server and software related maintenance tasks, manage data migration projects and diagnose and resolve server related issues for multiple Bayer suite of products, current and future. This position sits under the Bayer Customer Response Squad and along with supporting server upgrade and data migration activities, this position also serves as a high-level technical troubleshooting support resource for our technical assistance center team. This role will also assist in the development and communication of new procedures and processes that meet industry compliance, regulatory and customer standards. In addition, the incumbent will maintain technical and/or customer required certification and stay up to date with current service procedures/policies to provide customer support in accordance with business needs.

Requirements

High School diploma/GED required with 10 years of applicable technical support experience in related fields such as Engineering, Electronics, IT Administration and Tech Support, Computer Science or relevant discipline;
Associate’s degree in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline and 5 years of applicable experience;
Bachelor’s degree in related fields such as Engineering, Electronics, IT, Computer Science or relevant discipline and 2 years of applicable experience;
Demonstrated technical experience supporting enterprise healthcare IT systems, including Microsoft and Linux-based platforms (Red Hat Red Hat, Alma Linux, Unbuntu), PACS/RIS environments, and cloud or infrastructure-based solution;
Working knowledge of healthcare interoperability standards and technologies, including DICOM, HL7, and web services, with the ability to troubleshoot integration and data flow issues;
Strong understanding of Radiology clinical workflows, including image acquisition, networking, storage, and diagnostic image consumption;
Knowledge of privacy laws and cybersecurity as well as networking knowledge and troubleshooting abilities;
Knowledge of key Radiology stakeholders and their operational needs, including Radiologists, Technologists, PACS Administrators, Radiology IT, Information Security, and Radiology Administration;
Familiarity with common Radiology modalities and their associated imaging and integration requirements;
Functional understanding of core Radiology systems, including RIS/HIS, PACS, patient and radiologist worklists, and integration engines or imaging brokers;
Ability to communicate effectively and confidently with customers across varying levels of technical and clinical expertise;
Strong verbal and written communication skills, including technical documentation and knowledge-base content creation;
Proficiency with Microsoft Office and other productivity or support tools required for the role;
This role may include domestic (5 -10%) and limited International Travel;
Other duties as assigned.

Nice To Haves

Industry-recognized technical certifications such as Windows Server, Google Cloud, or comparable infrastructure or cloud platforms;
Government entity certification and approved access;
CIIP (Certified Imaging Informatics Professional) certification or progress toward certification;
Working knowledge of data privacy, cybersecurity, and secure system design principles within regulated healthcare environments;
Familiarity with healthcare IT compliance expectations, including change management, validation, and audit readiness;
CompTIA Security + CE.

Responsibilities

Responsible for accurately recording and detailing all daily activities while ensuring timely submission of customer complaints;
Review and update procedures as necessary, with a strong focus on driving customer success;
Perform and troubleshoot remote software upgrades and assist with remote operating system upgrades and server migrations, verify and update server configurations and conduct pre- and post-upgrade checks to ensure optimal performance;
Support routine maintenance tasks including validating that software and operating systems function without errors and confirming that adequate server resources—such as CPU, RAM, and disk space—are available for smooth operation as needed; apply DICOM and HL7 preventative maintenance procedures to ensure system reliability;
Provide best-in-class Level 3 troubleshooting along with the ability to build customer OVF files and assist with importing as needed;
Manage the configuration of customer settings to meet specific requirements and test and validate new customer interfaces;
Focus on process improvement by creating and testing scripts to automate commonly performed tasks, including troubleshooting, upgrades, implementation configurations, and pre- and post-checks; sustain quality in our platform through continuous testing and focus on data integrity;
Assist in documenting and communicating new procedures and processes that meet industry compliance, regulatory and customer standards; includes article writing for our knowledge management system;
Build strong relationships across multiple organizations engineering, R&D, cybersecurity, new product development, sales and operational excellence;
Assists in coaching and mentoring of new members of the team in their technical capacities;
Contribute towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to help each other.