Associate Systems Support Engineer

Welcome to Altera! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class 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.

Responsibilities

• You will be responsible for managing and implementing software updates and patches specifically for Windows-based systems and Azure cloud environments.
• Interact with customers(Internal/External) to help troubleshoot and resolve product problems or issues
• Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
• Track and document inbound support tickets and ensure proper notation of customer problems or issues
• Communicate with product development department to improve on current design or to identify possible problems with design
• Queue/ticket Management
• Monitoring infrastructure and Application events
• Level 1 troubleshooting, followed by escalation to SMEs or MS
• Azure Fundamentals and Windows OS
• Stay abreast of current technology in products, design changes, and new products offered

Qualifications

• Bachelor’s Degree in computer science/IT/Others
• Any relevant IT certification would be a plus.
• Proven experience in patch management for Windows systems, including SCCM deployment experience.
• Familiarity with Azure cloud services and patch management in the cloud environment

Experience:

• 2-3 years' experience
• Manage and maintain the SCCM infrastructure, including servers, distribution points, and client settings
• Configure SCCM deployments and collections to target specific groups of devices for patching.
• Understanding of Win Server 2012, 2016 / Windows 10 environment
• Understanding of Windows administration troubleshooting ( DNS , DHCP , IIS, Windows Cluster, Event Logs, PerfMon , Disk Management )
• Intermediate Knowledge of SQL ( SQL Jobs , Select Query )
• Knowledge on Azure fundamentals
• Experience in working with remote support tools (RDP, GTA, PCAnywhere etc.)
• Knowledge of ITIL framework (V3.0/V4.0 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/Team