Technical Support Engineer I

CompuGroup Medical • Austin, TX

73d

About The Position

Join CompuGroup Medical as a Technical Support Engineer I and contribute to the future of e-health. Our mission is to build groundbreaking solutions for digital healthcare, revolutionizing how healthcare professionals produce, access, and utilize information to focus on patient outcomes. In this role, you will respond to incoming calls on the Support line, documenting all necessary information regarding the nature of the call, details surrounding the request for assistance, and steps taken to resolve the issue. You will analyze, troubleshoot, provide recommendations, and solve customer requests regarding IT items related to or affecting our software products. Additionally, you will assist customers or onsite IT professionals with the installation, upgrade, setup, and configuration of CGM software on the customer’s network. Clear documentation of customer tickets in the CRM system and following established processes for CRM use is essential. You will also create and work with the Team Lead on internal training and documentation in your assigned area as a Subject Matter Expert.

Requirements

• Minimum of two years providing technical hands-on support in a professional hardware or software environment.
• Technical knowledge of CGM Software and Hardware Requirements.
• Technical knowledge of Microsoft operating systems (Windows workstation and Server).
• Technical knowledge of Microsoft SQL including database backups, basic table navigation, running traces, executing stored procedures, basic SQL scripts, and performance monitoring.
• Ability to troubleshoot and understand networking in a SQL server environment, web services, and various peripherals.
• Working knowledge of Terminal Services, Citrix, Cisco routing, and VPN configuration.

Responsibilities

• Respond to incoming calls on the Support line and document necessary information.
• Analyze, troubleshoot, and provide recommendations for customer requests regarding IT items.
• Assist customers with installation, upgrade, setup, and configuration of CGM software.
• Document customer tickets in the CRM system and follow established processes.
• Create and collaborate with Team Lead on internal training and documentation.

Benefits

• Medical, Dental, and Vision insurance.
• 401k with employer matching.
• Personal Time Off to promote work-life balance.
• Modern workplaces with flexible working hours and hybrid work options.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees