Infrastructure Support

Our client, a software development firm, is seeking a highly talented expert level Infrastructure Support Specialist. This is a full-time, primarily hybrid position. You must be local to the New York City Metropolitan Area.You will be part of an infrastructure team to design and implement technologies for various platform solutions: on-prem, cloud, hybrid cloud. This role will develop and maintain technical issue logs to ensure accountability for resolution of key issues during the design, build and testing phases.You will be leveraging existing infrastructure in order to implement cutting edge software projects to serve the firm's end clients as well as virtualizing from the ground up. Additionally, this will require careful coordination and planning with clients such as clinics and cancer centers in order to make an impact on patient end populations.

• Perform installation and service of the firm's products in the assigned areas
• Collaborate with installation process managers, physics team and installation team, to support the firm's product delivery
• Setup and Installation of hardware (servers and workstations)
• Setup and Installation of multiple environments using technologies to deliver the firm's products
• Produce and upload appropriate and required documentation to the CRM

• Answering support calls for IT issues
• Assistance in maintaining of hardware environment
• Assistance in maintaining of various customer environments
• Independently perform routine troubleshooting and repair
• Reporting of customers’ complaints for IT issue
• Support queue monitoring
• Documentation of technical procedures
• Case ownership for customer 1st line support
• Participating in complaint evaluation meeting
• Ownership of customer enquiries
• Contribute to the firm's presence in the customers’ community portal
• Provide on-site guidance and assistance to IT Specialists maximizing efficiency and usage of the firm's products delivery platforms
• Distribution of field safety notices to customers

• Technical support of the firm's systems at trade shows (domestic and international conferences) when necessary

• Participation in training sessions for IT perspectives
• Technical support of the firm's product suite (upgrade, database backup etc)
• Participating to create training database with apps team

• Participation in internal projects
• Participation in development and updating of internal SOPS
• Day to Day support of all IT business related needs of the firm's personnel

• Collection of feedback from end-users of the firm's products
• Participation in users’ meetings
• Proactively contribute to the company’s goal in terms of customer satisfaction