Service Desk Technical Lead

Toronto ON / Remote
30+ days ago

Job Description

Service Desk Technical Lead

Canada Toronto, ON, Canada Virtual Req #35

Thursday, July 22, 2021

Smile CDR is a complete, purpose-built clinical data repository designed around the HL7 FHIR standard that is used for storing health records. Smile CDR is powered by HAPI FHIR, the open-source reference implementation of the FHIR standard. With Smile CDR, HAPI users globally have the option to seamlessly transition from an unsupported open source FHIR server to a commercially supported, enterprise class FHIR repository when ready. By using Smile CDR, organizations can enable interoperability of their health systems using a standards-based product that leverages the most proven FHIR implementation in the world. Consider a career with us today.
Acquires knowledge of products and ensures the service desk team understands the technical application and implementation. About 50% technical troubleshooting with customers, 25% mentoring/coaching, 25% learning/acquiring knowledge of a technical nature

  • Provide technical support for clients reporting issues or submitting requests via email, phone, webforms, etc.
  • Troubleshoot reported issues, attempt to replicate them in the CDR environment, referring to knowledge articles as required,
  • Provide coordination of Major Incidents and response teams on a rotating 24x7 basis
  • Serve as initial escalation point for Tier 1 Service Desk analysts for issues they are unable to resolve
  • Ensure all pertinent information regarding reported issues and all troubleshooting efforts are gathered and recorded in tickets prior to escalation beyond the Service Desk team
  • Train Tier 1 Service Desk staff on technical guidelines, operational procedures and troubleshooting techniques and serve as their technical mentor
  • Understand capabilities of Smile CDR’s products and services and how they can deliver value to our customers
  • Gain knowledge in our core technologies and standards, including HL7 FHIR, OpenID Connect, Kubernetes, JavaScript, JSON and XML, and interface with other SMEs in the company as required
  • Enable knowledge sharing by submitting documented solutions to the Service Desk and Customer facing knowledge bases
  • Work with the SMEs in IT Operations and IT Development groups to develop new technical guidelines and procedures for Service Desk when new IT services, products, and capabilities are transitioning from development to production
  • Work with the Customer Success Teams to ensure operational readiness to support new clients as well as existing clients consuming new services (i.e. new projects)
  • Minimum 3 years experience providing intermediate level technical support for software and infrastructure services and products, preferably from the healthcare provider or health insurance (payer) industry, ideally B2B experience
  • Experience in two or more of the following: HL7 FHIR, HL7 v2.x, OAuth2/OpenID Connect, SAML, Database Administration, TLS/SSL, Network Administration, Cloud Technologies (AWS, Azure)
  • Successful completion of an undergraduate degree required in Health Informatics, Computer Science, Engineering or related field an asset
  • Ability to provide shift and 24x7 on call coverage on a rotating basis
  • Demonstrated ability to work effectively with clients and teams
  • Excellent analytical, problem recognition and problem-solving abilities
  • Excellent interpersonal, prioritization, and organization skills with the ability to juggle multiple tasks and changing priorities
  • Excellent communication skills, both written and oral - you’re comfortable leading internal and client meetings, documenting your ideas and able to persuade others
One of Smile CDR's core values is that we respect and embrace our differences, and celebrate the shared values that keep us all excited about the work we are doing to improve global health. Our people are the foundation of our continued success and as such, we remain dedicated to building diverse and inclusive teams. We welcome and encourage candidates of all backgrounds to apply. Should you require accommodations or have any questions at any point during the application or interview process, please let us know.


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