Tier II Engineer- Healthcare

Tier II Engineer- Healthcare

Westchester, IL (+IL+USA)

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Description

As a Tier II Engineer at Proven IT, you'll play a pivotal role in supporting our valued partners in the healthcare industry, specifically Ambulatory Surgical Centers. You'll be an essential part of a close-knit team, providing crucial IT assistance to end users. Your responsibilities will include handling IT-related requests, assisting with hardware setup and maintenance, participating in projects, conducting user training sessions, and contributing to continuous service improvements. Thisin-office positionoffers a dynamic and rewarding opportunity to make a significant impact on healthcare technology support.

Requirements

Primary Responsibilities :

Advanced Technical Support : Serve as a primary point of contact for end users requiring advanced technical assistance, and act as an escalation resource—guiding and mentoring Tier I team members to quickly and effectively resolve support issues.

Customer-Centric Problem Solving : Proactively engage with clients through in-depth discussions—whether remote, via phone, or in-person—to clearly identify IT challenges and deliver precise, effective solutions.

Efficient Ticket Management : Maintain precise, up-to-date documentation of support tickets, clearly detailing troubleshooting steps, progress updates, resolutions, and ensuring transparency through to completion.

Team-Based Collaboration : Work closely with other teams, promoting collaborative problem-solving to swiftly address complex system and network issues, while contributing your own specialized expertise.

Server and Infrastructure Management : Play a pivotal role in server administration, network backups, installations, and impactful IT projects, consistently improving client technology environments.

VoIP and Network Support : Oversee and support advanced communications solutions such as MS Teams Voice, third-party VoIP systems, and Meraki / Sophos network infrastructures across diverse healthcare locations.

Technical Leadership and Expertise : Utilize your strong technical skills in Active Directory, MS Exchange, Azure AD Connect, Microsoft 365 Suite (OneDrive, SharePoint, SSO, MFA), Intune, Cisco Meraki, ProofPoint, and specialized healthcare technologies to drive high-quality IT services.

Relationship Building and Communication : Foster positive and lasting relationships with internal teams, customers, and vendors through clear, professional, and effective communication, contributing to a collaborative, supportive work culture.

Additional Responsibilities :

Facility Assessments and Projects : Assist in evaluating new facilities, onboarding processes, and technology improvement projects.

Recommendations and SOW : Identify and propose recommendations for new projects, creating Statements of Work (SOW) as needed.

Technology Roadmaps : Collaborate on the development of technology roadmaps to enhance our IT infrastructure.

Workflow Optimization : Employ your computer and network expertise to optimize customer workflows, ensuring seamless operations.

Issue Elimination : Identify recurring support issues and devise strategies to prevent their recurrence.

Automation : Implement deployment and management automation for efficiency and scalability.

Documentation : Contribute to the creation of comprehensive documentation supporting environment management and support.

Data / Information Security : Uphold strict confidentiality regarding sensitive client information, adhering to industry standards and legal requirements.

Team Leadership : Provide leadership by cross-training team members and sharing your expertise.

Travel and Emergency Response : Occasionally travel to customer sites and respond to 24 / 7 emergency outages as required.

Certification Pursuit : Demonstrate your commitment to excellence by pursuing certifications related to Proven IT products, including software and hardware systems.

Additional duties as assigned

REQUIRED SKILLS :

Bachelor's degree in Computer Science or combination of related experience and certifications.

2 plus years of experience as Tier II.

Working experience in Ambulatory Surgical Centers highly desired.

Training or certification of general HIPAA.

O365, MFA, Intune, Teams Voice and other VoIP, SharePoint, AD / AAD, Radius Auth. (implementation and support).

Scripting, Git, Automation.

Excellent documentation skills.

Knowledge of infrastructure and systems automation.

Knowledge of back up technology and cloud technology.

Experience with key technologies mentioned above.

Strong self-starter and ambition to constantly improve environment and Self.

Strong sense of accountability and pride in work performed.

Ability to climb stairs and ladder

Must be able to work in confined spaces such as but not limited to server closets, under desks, etc.

Must be able to lift up to 50 lbs.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his / her hands to finger, handle or feel objects, tools or controls; reach with hands and arms; stop, kneel, or crouch. The employee must be able to lift up to 50 pounds regularly. The employee uses computer and telephone equipment. The employee must be able to sit for long periods of time.

Benefits

GROUP HEALTH INSURANCE : After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits through BlueCross BlueShield of Illinois (BCBSIL). Health options include a choice of 2 PPO plans, a High Deductible Health plan and a HMO. In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness and accident coverage, short-term disability insurance, supplemental life and pet insurance.

EMPLOYER PROVIDED LIFE / AD&D INSURANCE : After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD : Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000 / month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM : All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN : All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.

FINANCIAL ADVISORY SERVICES : Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.

PERMISSIVE TIME OFF POLICY : Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE : Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.

FITNESS CENTER : Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees 24 / 7 Monday through Sunday. Employees utilize the gym equipment at their own risk.

Salary Description

$55,000 - 65,000 annually