MaxHealth is seeking a Senior Support Engineer to provide advanced technical support across MaxHealth's clinical and business technology environment. This role blends hands-on troubleshooting, application support, and infrastructure awareness, serving as a Tier 2 escalation point for complex issues.
The ideal candidate is a well-rounded IT generalist with strong troubleshooting skills, the ability to work across multiple systems and platforms, and familiarity with both business and clinical technology used in healthcare settings. This is not a platform administrator role, but it requires someone confident supporting cloud services, clinical systems, end-user computing, and connectivity issues with minimal supervision.
Location- Candidates must be located in the greater Tampa Bay region to be considered for this position. Tampa or Sarasota preferred with hybrid flexibility.
Job Qualifications:- 4+ years of progressive IT support experience, ideally in a healthcare or multi-site environment.
- Broad technical troubleshooting skills across:
- Endpoints (Windows, macOS)
- Networking fundamentals (DNS, DHCP, VPN, LAN/WAN)
- SaaS applications and identity platforms
- Clinical applications and EHR workflows
- Familiarity with:
- M365, Intune, Entra ID, Azure (foundational level)
- Common clinical systems and workflows in outpatient settings
- ITIL Processes & Framework
- Excellent communication and customer service skills, with an ability to support both clinical and non-clinical staff.
- Strong documentation discipline and comfort in ITSM platforms (e.g., Freshservice).
Preferred Certifications:- Microsoft Certified: Azure Fundamentals (AZ-900) or equivalent foundational cloud cert
- HDI Support Center Analyst or equivalent
- Clinical application certifications a plus.
Key Responsibilities:Tier 2 Technical Support
- Act as an escalation point for complex incidents from Tier 1 analysts and end users.
- Provide advanced troubleshooting for endpoints (Windows, macOS), printing, networking, VPN, and authentication issues.
- Support user access, device compliance, and security controls across various SaaS and cloud platforms.
- Diagnose issues spanning applications, endpoints, connectivity, and identity - with a focus on resolution and clear documentation.
Application & SaaS Support
- Provide Tier 2 support for clinical and business applications, including eClinicalWorks, scheduling platforms, patient engagement systems, and ancillary apps.
- Troubleshoot login, access, performance, and workflow issues.
- Coordinate with application owners and vendors for escalations and incident resolution.
- Maintain working knowledge of major SaaS tools in use across the organization (M365, communication, security, clinical systems, operational tools).
Cloud & Identity Exposure
- Support user lifecycle and access management across Microsoft 365, Microsoft Entra ID, and other SaaS platforms.
- Assist with troubleshooting of device compliance and configuration in Microsoft Intune.
- Navigate Microsoft Azure at a foundational level to support escalation triage.
- Understand and support multi-factor authentication and security configurations.
- Document resolutions and contribute to knowledge base articles to strengthen team capabilities.
- Mentor and support junior analysts with complex troubleshooting.
- Partner with infrastructure, security, and clinical system teams to ensure fast, coordinated resolutions.
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