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Senior Hardware Support Engineer

Avizia is an, early-stage high-tech company in the rapidly growing telemedicine space. Our mission is to save lives and improve the delivery of healthcare by using technology to connect providers and patients. We are revolutionizing telemedicine by delivering a fully integrated platform that includes video end-points, e-visit solution, specialty workflows, scheduling, and collaboration tools. Our platform is flexible and can integrate with internal hospital IT systems.

The Senior Hardware Support Engineer will provide technical assistance, guidance, and training to end users of the company’s web-based and hardware video conferencing solutions.  This position will play a vital role in ensuring the best customer experience possible by supporting the hardware, infrastructure, and enterprise software platform that is bringing a revolutionary end-to-end telemedicine solution to the medical industry.

Avizia is committed to employee success and offers many benefits such as medical, dental, life, disability, unlimited Paid Time Off (PTO), and on site gym. We are headquartered in Reston, VA (Washington DC area) with easy access to the Metro. We like to have fun, laugh and achieve awesome.

The position will be located at Avizia’s headquarters in Reston, VA (Washington DC area).

 

Duties & Responsibilities

  • Provide exceptional client support (email, phone, video) to medical users and executives
  • Document bugs, issues, and feature requests using our internal tools and processes
  • Develop and maintain training materials used by hardware installation technicians
  • Develop a working understanding of the company’s solutions and framework
  • Provide after-hours support (“on call”)

 

Knowledge, Skills, and Experience

Must have:

  • Bachelor’s degree from a regionally accredited institution (preferably in Information Systems, Health Administration, or Business)
  • 3-5 years’ experience in customer service, client services, or technical support
  • Technically adept and able to diagnose SaaS mobile and web platform issues
  • Experience troubleshooting network infrastructure and videoconferencing hardware
  • Comfortable supporting mobile devices such as iPhone, iPad, and Android
  • Strong written and verbal communication
  • Proficient using MS Office Suite products (Outlook, Word, PowerPoint, Excel)

Preferred:

  • Ticket tracking software experience (Zendesk)
  • Bug tracking software experience (Jira)
  • Experience working in a SaaS company and supporting users
  • Familiar with general health care terminology and health systems
  • Familiarity with collaboration tools such as Cisco Webex, Telepresence, CUCM, and Jabber, etc.

 

Additional Information

The position is located indoors in an office environment in our Reston, VA office. The incumbent must be able to communicate with other individuals in person, via phone, and through email.  The incumbent may be required to sit or stand for extended periods of time and the job requires the incumbent to use reasoning and judgment to address and solve business problems.  The incumbent must demonstrate manual dexterity in order to use common office equipment. Applicant may be required to lift up to 10 pounds on an occasional basis.  This position requires travel regionally and nationally less than 25%. 

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