IT Support

IT Support Engineer- Linux & Grafana/Cloud

Remote: Poland

Contract/B2B

Window of operation (UK Time)

• Initially You will work with the rest of the team in regular shift (8am to 5pm-UK Time).
• Once the client is confident and see that you can handled issue by yourself, client may move you to 12pm to 9pm shift-UK Time.
• Client also plans to roster the shift over the weekend doing a regular shift (8am to 5pm-UK time).

About the job

Are you passionate about supporting healthcare IT solutions and ensuring that clinical and operational teams can rely on their systems every day? As a Customer Success Engineer, you will be the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. You’ll work closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve our support processes.

Responsibilities:

• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues.

• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.

• Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.

• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.

• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.

• Assist with system updates, installations, and user onboarding for new software and hardware.

• Contribute to the continuous improvement of support processes and knowledge base.

• Ensure compliance with regulatory standards and internal IT policies.

• Support key customers and maintain positive relationships, providing updates and guidance as needed.

Skills, education and experience:

• Bachelor’s degree in IT, Healthcare Informatics, or related field (or equivalent experience)

• Proven IT support experience, preferably in healthcare or clinical environments

• Strong customer relationship and call center support skills

• Strong IT, networking, and general computer skills

• Solid understanding and hands-on experience with PC and server hardware platforms and command lines on Linux and Windows

• Experience troubleshooting complex applications and software products

• Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration

• Familiarity with healthcare IT systems, including EMR and clinical software

• Experience with ticketing systems and ITIL-based support processes

• Knowledge of archival and storage media

• Excellent troubleshooting, diagnostic, and analytical skills

• Strong written and verbal communication skills

• Ability to manage multiple tasks, work under pressure, and collaborate across teams

• Flexibility to work varied hours and participate in on-call rotations