Allscripts

  • Expert Technical Support Consultant

    Job Locations IN-Baroda
    Posted Date 3 months ago(8/21/2018 11:05 AM)
    Requisition ID
    2018-17310
    Category
    Client Service/Support
  • Overview

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    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver worldclass outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

     

    The primary purpose of this role is to:

    • Provide higher-level technical support to customers via the telephone and/or Internet (e.g., instant message, email)
    • Assess the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem solving skills
    • Maintain a log of system issues and conveys customer feedback to product development staff
    • Possess expert knowledge of organization's products
    • Assist field technicians who are troubleshooting problems or repairing product
    • Serve as technical resource to other team members.

    Responsibilities

    Mandatory Skills: -

    • 6 plus years' overall experience
    • Experience/Knowledge on Application/Infrastructure Monitoring tools/solutions: DynaTrace/AppDynamics/NewRelic or other Application Performance management tool etc.
    • Experience in Windows servers infrastructure,IIS,Event Logs,Server Performance metrics and Perfmon Windows cluster,COM+
    • Basic or Intermediate Knowledge of SQL. E.g. SQL Jobs, SQL queries, Blocking, Always On
    • Knowledge/Experience with ITSM tools such as Service desk/ServiceNow.
    • Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
    • International support experience (preferably US or Europe i.e. good command over verbal and written English)
    • Knowledge/Experience on office applications, Word/Excel/Powerpoint/Access

     Responsibilities

    • Excelling at AppDynamics - Application performance management tool and utilizing it to monitor/evaluate SCM/TW application performance.
    • Identify, qualify & escalate the issues/bugs to appropriate teams and drive them to resolution
    • Keep track of issues identified and resolved.
    • Identify known issues and turn them into an alert and establish operational workflow with operational teams
    • Prepare necessary documentation around technical procedures as well as operational procedures
    • Participate in weekly/daily technical/leadership calls to update on the progress.

    Qualifications

    Academic and Professional Qualifications:

    • Bachelors or Graduate degree in computer science/IT or relevant work experience
    • More than 2 Professional/Technical certifications obtained and maintained

     

    Experience:

    •  

      • 6 plus years' overall experience
      • Experience/Knowledge on Application/Infrastructure Monitoring tools/solutions: DynaTrace/AppDynamics/NewRelic or other Application Performance management tool etc.
      • Experience in Windows servers infrastructure,IIS,Event Logs,Server Performance metrics and Perfmon Windows cluster,COM+
      • Basic or Intermediate Knowledge of SQL. E.g. SQL Jobs, SQL queries, Blocking, Always On
      • Knowledge/Experience with ITSM tools such as Service desk/ServiceNow.
      • Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
      • International support experience (preferably US or Europe i.e. good command over verbal and written English)
      • Knowledge/Experience on office applications, Word/Excel/Powerpoint/Access

     

    Travel Requirements:

    • Minimal Travel May Be Required

     

    Working Arrangements:

    • Able and willing to work on ‘shifts’ or to be on an ‘after hours’ beeper rotation

     

    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 postacute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

     

    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.

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