Philips Technicial Support Level 1 in United States of America - Home Based, Massachusetts

Same as above

Software Technical Support Engineer (L1)

This role is for 2nd and 3rd (Sun-Thur, or Tues-Sat) shift Work from your home or in Philips office in a 24x7 environment.

In this role, you have the opportunity to connect patients, practitioners, and process with innovative technology, you will help radiology and Cardiology departments transform their care practice to improve diagnostics, workflow, patient care and financial outcomes.

You are responsible for:

  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs, working through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues

  • Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation

  • Log all service data required for tracking

  • Maintain a high level of technical competence on Philips solutions and related technologies

  • May act as subject matter expert on specific product group(s)

  • Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction

  • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support; contributing to the knowledge base and create knowledge base materials

  • Works directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues

You are a part of the Intellispace Enterprise Edition Care team you will be joining one of the newest and most agile Care teams at Philips focused on serving our Enterprise Customers. We are looking for dynamic individuals that have the desire and skill set to support our Enterprise customers across a core set of enterprise products as well as the ancillary products that make up the ISEE portfolio. Our goal and the focus of our team is to bring in experienced team members that will have an immediate impact on supporting our customers but to also build on your core competencies while expanding your personal portfolio.

To succeed in this role, you should have the following skills and experience:

  • Relevant degree in Computer Science or related technology with 3+ years in a customer support environment

  • ITIL Foundation certification preferred

  • Requires highly effective communication skills, both verbal and written

  • Proven ability to write technical articles outlining problems, resolution and troubleshooting steps

  • 2+ years working experience with Philips products and/or technology is preferred

  • Experience using and troubleshooting the following Technologies/Protocols:

  • Microsoft SQL Server 2000 / 2005 /2008

  • Server Operating Systems: / 2008

  • TCP/IP networking

  • WSUS

  • Experience applying the following skill sets:

  • SQL Query / Report Creation

  • Power Shell Scripting

  • Visual Basic Scripting

  • Batch File Scripting

  • MS Windows Server Installation / Operating system installation

In return, we offer you the opportunity to be part of a highly skilled Healthcare Informatics Solutions and Services team responsible for overall success of Philips customers utilizing our suite of medical imaging products. Philips is uniquely positioned as a health technology leader. We’ve been doing this for over 100 years, and leading the confluence of clinical and informatics is in our DNA. As the Software Technical Support Level 1 you will be responsible for delivering excellent customer care and being there for customers when they need us the most.

Please note:

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Company relocation benefits will not be provided for this position. Candidates need to live within the United States currently.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.