Job Description

Primary Function of the Position

As a Network Support Engineer 4, your main responsibility is to provide Tier 2 networking support for all Intuitive platforms and digital products. You will need to understand complex network configurations and processes, and support new product introductions. Your duties will include providing Tier 2 NPI support, collaborating closely with Product Support and Engineering, assisting with initial FHU procedures, and participating in core team meetings. This role requires you to work effectively with clinical and IT personnel at customer hospitals, and commercial partners. You will also collaborate with development and software teams to support the NPI (New Product Introduction) and commercialization aspects to enhance customer product adoption. Additionally, you will be heavily involved with the service operations team to ensure that uptime and reliability meet service agreement standards.

Reporting to the Director of Digital Technical Support, the successful candidate will have a proven track record in building and resolving complex database issues.

Essential Job Duties

• Act as subject matter expert for technical specifications and requirements for digital solutions with customers and internally with cross-functional teams while maintaining knowledge of our products, services, policies, and procedures.
• Provide Tier 2 / advanced support for pre-sales and technical implementations of digital solutions regarding network, data, security, design, and other questions regarding our products and services, drawing on a high level of competence to resolve issues with less need for escalation and in a timely manner.
• Provide first and second tier support for networked solutions directly and in coordination with other teams such as Field Service, Customer Service, and Technical Support to analyze and troubleshoot complex network connectivity problems, user access, and general software application support.
• Record, track, and manage complaints using Intuitive's business systems.
• Lead projects and initiatives relating to digital product support
• Create and maintain active directory accounts and PKI certificates.
• Guide and contribute to the preparation of IT/security assessments for customers as needed.
• Connect to Intuitive Hub virtual machine (media server) and networked solutions to perform diagnostic and troubleshooting of issues
• Oversee and implement new configurations, upgrades, and other enhancements across all networked solutions
• Liaison with local and corporate teams on new product introductions, upgrades, new product introductions, and other activities in support of digital solutions as a technical subject matter expert.
• Work with Product Support and Engineering teams to increase product effectiveness, usability, and serviceability.
• Create and maintain service or departmental procedural documentation.
• Other tasks associated with support for digital products as assigned by manager.

Qualifications

Required Skills and Experience

• This candidate must be self-motivated, have high energy, and is focused on delivering a world-class customer experience. Someone who is a highly effective communicator and has the ability to support cross-functional initiatives, drive requirements, and elevate the skillsets of their team. Has a collaborative and solution-based approach.
• Comprehensive hands-on experience and knowledge of network operations, configuration, and troubleshooting TCP/IP, HTTPS, Router skills, VLANs, VPN technology, Firewall skills, and NAT/PAT address translation.
• In-depth knowledge of core IT technologies and processes (e.g., network systems, operating systems, databases, access controls, change control processes, application and system development, IT operations, incident response, monitoring, and asset management)
• Familiar with cybersecurity best practices and ability to maintain vigilance in monitoring cyber threats and vulnerabilities relative to our product exposures
• Familiar with data privacy, and protection regulations, such as ISO 27001 and the Act on the Protection of Personal Information (APPI)
• Excellent analysis, troubleshooting, and debugging skills, in particular TCP/IP and 802.11 networking protocols
• Professional with strong customer facing skills who can discuss technical information with a wide range of audiences (From service engineers to CTO/CIO)

Required Education and Training

• Bachelor's degree in Computer Science, Engineering, or related discipline; or 8+ years equivalent experience acceptable working in network support center environment, preferably in the medical device industry. Current professional certifications, such as MCSE, CCNA, CWNA, CWSP and CompTIA Network+ or Security+ certifications are preferred

Preferred Skills and Experience

• Familiar with working with hospital IT or in a medical-regulated environment
• Familiar with network security infrastructure, threats, and vulnerabilities to networks, and mitigate security threats.
• Knowledge of Complaint Handling preferred.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. Details can vary by role.

This position may be filled at a different job level than listed here depending on
business need and/or on the selected candidate's experience, knowledge and skills.
Compensation will be based primarily on the job level at which the role is filled and the
candidate's qualifications, consistent with applicable law.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed.