Network Support Engineer
| Company | Intuitive Surgical |
|---|---|
| Location | Portland, OR, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Knowledge of network operations, configuration and troubleshooting TCP/IP, HTTPS, Router skills, VLANs, VPN technology, Firewall skills and NAT/PAT address translation.
- In-depth knowledge of core IT technologies and processes (e.g., operating systems, databases, access controls, change control processes, application and system development, IT operations, incident response, monitoring, and asset management).
- Familiar with cybersecurity and network security infrastructure best practices, and ability to maintain vigilance in monitoring cyber threats and vulnerabilities relative to our product exposures.
- Bachelor’s degree in Computer Science, Engineering, or related discipline; or 5 years equivalent experience in a network support center environment, preferably in the medical device industry.
Responsibilities
- Provide Tier 2 support for Intuitive digital products, and networking solutions directly and in coordination with other teams such as Field Service, Tier 1 Digital Technical Support, Digital Sales, and Technical Support to analyze and troubleshoot complex network connectivity problems, user access, and general software application support.
- Ability to coordinate activities with Service support Managers, Engineering, Clinical Customers, Hospital IT departments and Field Service Organization with respect to negotiating network connectivity.
- Work closely with Product Support and Engineering to develop troubleshooting tools, documentation, and features to enhance remote access capability, effectiveness, and usability.
- Communicate technical specifications and requirements for digital solutions with customers and internally with cross-functional teams.
- Learn and maintain Tier 2 level of knowledge of all Intuitive products.
- Learn and follow all Intuitive policies and procedures.
- Record, track, and manage complaints using Intuitive’s business systems.
- Create and maintain active directory accounts and PKI certificates.
- Oversee and implement new configurations, upgrades, and other enhancements across all networked solutions.
- Liaison with local and corporate teams on new product introductions, upgrades, new product introductions, and other activities in support of digital solutions as a technical subject matter expert.
Preferred Qualifications
- Familiarity with PACS and/or DICOM desired, experience preferred
- Preferred experience in the Medical Device industry.
- Familiar with working with hospital IT or in a medical regulated environment.