Clinical Software Support Specialist EMEA
Job no: 614525
Work type: Permanent
Categories: Engineering, IT, Western Europe, Individual Contributor
Change people’s lives and love what you do! Cochlear develops world-leading medical devices that help people hear and be heard. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear or acoustic implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.
Are you a Software Support Engineer? Do you have support experience for installation, maintenance, upgrade and troubleshooting software running on Windows-based, networked PCs? Are you adaptable, approachable and keen to learn? Then we have a new opportunity for you as Clinical Software Support Engineer EMEA in the Addlestone Clinical Affairs Department.
The Clinical Software Support Engineer EMEA will provide remote and on-site support for the installation, maintenance, upgrade and troubleshooting of Cochlear's range of clinical and diagnostic software and hardware along with remote applications and expanding cloud services. This role will work closely with the EMEA clinical technical teams to ensure Cochlear's internal field staff and external customers are able to install, upgrade and maintain Cochlear's proprietary software and hardware platforms within their local hospital/work environment.
- Provide installation and upgrade support, remotely or occasionally on-site, for any of Cochlear’s clinical or support-based software or cloud services such as Cochlear Link or other, evolving Cochlear Care solutions
- Installation of various software and troubleshooting network and SQL database issues at clinics throughout EMEA via phone, email or on site as required. Issues that arise shall be documented within established company repositories and solutions sought through close collaboration with the Senior Software Support Engineer and occasionally via software development team contacts as agreed
- Monitor software issues appearing in the support team’s collaboration system and resolve relevant issues expediently
- Regularly review troubleshooting guidance and adapt based upon new knowledge
- Monitor, respond to and follow up incidents within the issue and project tracking software
- Through on-site training and documentation, help establish with hospital IT staff good clinical practice in the management/administration of all Cochlear applications and data including backing up, restoring and migrating data onto different servers.
- Perform installation and configuration of proprietary software on Cochlear EMEA staff computers, tablets or iPads working within established standards and guidelines and working collaboratively with relevant IT staff
- Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities
- IT Support Engineer with formal qualification in Information Technology or Computer Science (e.g. Diploma, BTec, etc.)
At least 2 years’ experience in industry, to include:
- Excellent knowledge of Windows operating system environments (Windows 7, 8, 10 and 11)
- Good understanding of Windows components and interdependencies
- Good understanding of networking fundamentals
- Good understanding of firewall and security systems and how these may impact the overall IT environment
- Basic understanding of virtualisation
- Strong understanding and competence with installation and management of SQL servers (e.g. SQL Server 2012, 2014, 2016, 2019 and corresponding SQL Server Express versions)
- Good understanding of Windows server (e.g. Windows Server 2012, 2016)
- Understanding of backup and recovery processes and can apply the concept to SQL servers using SQL management tools
- Use of remote desktop management tools (e.g. TeamViewer, etc.)
- Analytical thinking and troubleshooting skills
- Ability to work effectively and sensitively with customers having both IT and non-IT backgrounds displaying a calm and diplomatic approach (good “bedside manner”), and using language and terminology appropriate to the customer’s understanding
- Ability to distil and communicate technical information and jargon into accessible non-technical language
- Experience of collaboration tools (e.g. JIRA, Confluence)
- Good command of written and spoken English
- Proven experience of working in a customer facing technical environment and ability to demonstrate empathetic customer service skills
- Experience with different language operating systems
- Working knowledge of Apple Mac, iPhone, and Android environments
- Experience of delivering presentations/information to groups of varying size
- Active interest in engineering principles that would be relevant to the understanding of a cochlear and acoustic implants
- Enjoyment of imparting knowledge to others
This is your chance to be part of a premier organization with a great culture, working in a dynamic, growing and rapidly evolving environment to deliver outstanding results that benefit our customers every day. If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the APPLY button below!
Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age.
In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment.
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