Expert Technical Support Engineer

Key Responsibilities Infrastructure & Database Support

• Troubleshoot issues within Windows Server environments.
• Utilize PowerShell for connectivity validation, service management, process monitoring, and system diagnostics.
• Manage certificates, security configurations, and Event Viewer analysis.
• Interpret and troubleshoot SQL Server and ODBC-related errors.
• Monitor, execute, and support SQL Agent jobs.
• Perform SQL-based troubleshooting and data integrity validations.

Application & Integration Support

• Trace and troubleshoot HL7 message flows and interface-related issues.
• Investigate message queue backlogs and integration failures.
• Support secure messaging solutions and endpoint connectivity.
• Troubleshoot IIS, ASP.NET, and application-layer issues.
• Review application configurations and identify root causes across the technology stack.

Escalation Management

• Reproduce issues in test and production environments.
• Analyze and classify defects based on severity, frequency, and software versions.
• Gather diagnostic evidence including application logs, SQL traces, network traces, and user recordings.
• Document findings, workarounds, root cause hypotheses, and reproduction steps.
• Coordinate escalations between Support, Engineering, and Development teams.
• Manage incidents through ITSM platforms and track PRBs and defect tickets.

Documentation & Client Communication

• Communicate technical findings effectively to customers and stakeholders.
• Create and maintain Knowledge Base (KB) articles.
• Provide detailed troubleshooting documentation and escalation summaries.

Required Skills Operating Systems & Infrastructure

• Windows Server
• PowerShell
• Windows Services
• Event Viewer
• Certificate Management
• Citrix and Virtual Desktop Infrastructure (VDI)

Web & Application Technologies

• IIS
• ASP.NET / .NET Framework
• Application Configuration Management
• Stack Trace Analysis
• Authentication and Security Tokens

Database Technologies

• Microsoft SQL Server
• SQL Agent Jobs
• ODBC
• SQL Extended Events
• SQL Troubleshooting and Query Development

Integration Technologies

• HL7
• Enterprise Interface Engines
• Secure Messaging Solutions
• Identity & Access Management Systems
• EHR Integrations

Networking

• TCP/IP
• DNS
• Firewalls
• Network Ports
• PKI and Certificate Management

Tools & Platforms

• Azure DevOps
• GitHub
• ServiceNow or similar ITSM platforms
• Log Analysis and Diagnostic Tools
• AI-enabled troubleshooting and automation tools

Preferred Skills

• Browser Developer Tools
• Fiddler
• Wireshark
• Linux
• Docker
• Container Technologies
• Microsoft Azure
• Amazon Web Services (AWS)

Preferred Domain Experience

• HL7 Workflows
• ADT (Admission, Discharge, Transfer)
• Patient Matching
• EHR Systems
• EDMS/DMR Platforms
• Clinical Workflows and Healthcare Integrations

Key Competencies

• Advanced troubleshooting and root cause analysis
• Environment isolation and issue reproduction
• Escalation and incident management
• Defect classification and release mapping
• Strong customer communication skills
• Technical documentation and knowledge management
• Cross-functional collaboration and stakeholder management