Support Engineer (Teleradiology)

Overview

Support Harrison.ai Services by providing non-clinical IT support to Frontier Radiology’s US-based radiologists. The role focuses on Level 2 end user support for diagnostic workstations, SaaS applications, PACS, RIS, AI applications and reporting software, with rapid resolution of issues affecting patient care.

What you'll do

• Provide Level 2 support for workstation setups, Windows OS, user accounts and business-as-usual SaaS applications.
• Provide 24/7 support to US-based radiologists, prioritising reading workstation and clinical application issues affecting clinical workflows.
• Perform case management with a focus on SLA adherence.
• Support PACS and RIS systems used in teleradiology workflows.
• Troubleshoot DICOM and HL7 connectivity, image routing, and PACS/RIS integration issues.
• Support and troubleshoot VPN, secure remote access, and site-to-site VPN connections for clinical data sharing.
• Administer and support SaaS applications including Atlassian, Office 365, SharePoint, Mimecast, 1Password and Zoom Phone.
• Take remediation actions for errors, problems, service requests and incidents; triage and escalate urgent issues affecting clinical workflows.
• Perform root cause analysis on recurring issues and implement preventative measures.
• Work with engineering teams to log feedback and faults and implement resolutions or workarounds with minimal downtime.
• Work with the global Support Services team on continuous improvement projects, including education and training.
• Maintain HIPAA compliance across systems and support activities.
• Educate internal customers and radiologists on applications, systems and best practices.

What you'll need

• 2+ years of experience with PACS and RIS systems in a healthcare or radiology environment.
• 3+ years of previous experience in an IT Support role supporting the Microsoft ecosystem.
• Familiarity with Windows and MacOS operating systems.
• Experience supporting healthcare professionals in time-sensitive clinical environments where downtime directly impacts patient care.
• Previous experience working in a cloud-first technology environment.
• Strong understanding of the Microsoft 365 ecosystem, including Entra ID, SharePoint, OneDrive and Exchange Online.
• Strong understanding of HIPAA requirements and healthcare data security principles.
• Experience with DICOM and HL7 protocols and medical imaging workflows.
• Demonstrated ability to triage and prioritise urgent clinical support requests effectively.
• Excellent problem and conflict resolution skills with ability to liaise effectively with radiologists and all levels of stakeholders.

Nice to have

• Experience with healthcare integration engines, such as Mirth Connect or Cloverleaf.
• Experience working concurrently with multiple PACS and RIS vendors.
• Ability to handle multiple concurrent tasks/activities and meet high customer expectations.
• Tertiary qualification in a relevant IT-related field and/or relevant work experience.
• Experience with teleradiology operations or distributed healthcare service delivery.
• Familiarity with radiology workstation hardware specifications and diagnostic monitor calibration.
• Knowledge of cyber security principles and healthcare-specific security frameworks.

Details

• Location: Bangalore, India.
• Work in person in Bangalore, India.
• Work on a rotating shift roster including nights and weekends.
• Provide 24/7 support across US hours.
• Support Frontier Radiology’s US-based radiologists and distributed radiologists.