Technical Support Engineer
16 days ago
Pittsburgh
Job Description 7,000 Diseases - 500 Treatments - 1 Rare Pharmacy PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do. If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients. We are seeking team members who: Are inspired and compassionate problem solvers; Produce high quality work; Thrive in the excitement of the ever-challenging environment of modern medicine; and Are committed to achieving superior health outcomes for people living with rare and devastating diseases. At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases. Join the PANTHERx team, and define your own RxARE future in healthcare! Location: Pittsburgh, PA (Hybrid) Classification: Exempt Status: Full-Time Shift: Second Shift (11:00 am – 8:00 pm) Reports to: Supervisor, Information Technology Purpose The Technical Support Engineer is responsible for evaluating, troubleshooting, and promptly resolving technical issues and inquiries related to the products used by PANTHERx users. This role provides support through multiple channels, including email and phone, and is expected to deliver more than just break-fix solutions by implementing proactive measures to ensure continuous service availability. Responsibilities • Provides Level 2 Help Desk support, • Oversees day-to-day operations, maintenance and problem resolution for all computer systems, equipment, and software., • Works with end users to identify and resolve issues., • Installs, configures, tests, maintains, monitors and troubleshoots end user hardware (desktop and laptop)., • Installs, configures, tests, maintains, monitors and troubleshoots associated end user workstation software., • Manages PANTHERx’s Teams Rooms environments., • Oversees PANTHERx’s Apple devices across the company., • Troubleshoots LAN and all related IT peripherals., • Instructs end users on basic use of approved hardware/software., • Escalates issues to hardware manufacturers., • Works off-hours and may be required during to do maintenance/outage windows during that time., • Supports multiple physical locations and may require use of personal vehicle., • Implements, troubleshoots, and supports Five9 call center software solutions across various configurations and user environments, both remotely and on-site., • Provides direct user support and manages all escalated software-related inquiries for Five9., • Answers incoming calls, responds to user emails, and resolves escalated technical issues promptly., • Identifies underlying causes of problems, including accurate problem classification and diagnosis., • Seeks opportunities to improve user satisfaction and strengthen client relationships through effective communication at all levels., • Maintains awareness of all known service outages and monitor maintenance or software product changes that may impact Panther users., • Collaborates cross-functionally and coordinates with internal teams and Five9 to ensure seamless support., • Functions effectively in a continuous 24/7/365 support environment., • Associate’s degree/Technical Institute training in Computer Science, IT or related field., • At least 3 years of professional experience, with a minimum of 2 years in software support position., • Strong verbal and written communication skills., • Strong analytical skills with attention to detail., • Microsoft desktop operating systems including Windows 10/11., • PC/Printer setup in a network environment., • LAN troubleshooting (TCP/IP, Wireless, DNS, DHCP)., • Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model., • Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.), • Self-starter possessing excellent time management skills with the ability to manage multiple cases and troubleshooting activities across environments simultaneously., • Must possess strong technical call center skills, preferably in a technical support or customer service role., • Requires flexibility to accommodate customer needs and resolve escalations, while primarily working scheduled shifts aligned with customer operations., • Active Directory and Imaging experience., • Apple iOS (MacBook, iPad, iPhone)., • Android OS., • A+ and N+ certifications are a plus., • Pharmacy or Healthcare knowledge., • Previous telephone system support., • Understanding of Contact Center concepts and software such as Performance Management, Workforce Management, etc., • Experience in supporting and implementing AI and automation systems. This job operates in a home office and professional office environment. When in-office this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and communications via MS Teams. Physical Demands While performing the duties of this job, the employee is regularly required to sit, see, talk or hear. The employee frequently is required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading, observing surroundings, and working with various forms of data on a screen. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job. Benefits: Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too! Equal Opportunity: PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.