Support Engineer

• Act as an escalation point for complex or persistent end-user issues across multiple environments
• Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms
• Troubleshoot advanced identity, access, and security issues within Microsoft 365 and related ecosystems
• Maintain detailed ticket documentation and timely communication with end users
• Lead or assist in deployment of new end-user technologies and projects
• Manage and support endpoint deployments using Microsoft Intune across Windows, iOS, macOS, and Android
• Foster collaboration within the support team and partner with higher-level engineers and other departments
• Participate in change control for system updates, patching, and rollouts
• Evaluate and implement management policies in Microsoft Endpoint Manager and Azure AD frameworks
• Improve documentation, tools, workflows, and support procedures
• Automate endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting
• Maintain device provisioning workflow documentation, including Autopilot enrollment and policy assignment
• Participate in technical development and internal training

End User Support Engineer

• Act as a senior escalation point for complex or persistent end-user issues across multiple environments
• Provide expert-level support for desktops, laptops, mobile devices, applications, and collaboration platforms
• Troubleshoot advanced identity, access, and security issues within Microsoft 365 and related ecosystems
• Maintain detailed ticket documentation and timely communication with end users
• Lead or assist in deploying new end-user technologies and projects
• Manage and support modern endpoint deployments using Microsoft Intune across Windows, iOS, macOS, and Android
• Mentor junior and staff-level engineers through shadowing, knowledge sharing, and skill development
• Foster collaboration within the support team and partner with higher-level engineers and other departments
• Participate in and lead change control processes for system updates, patching, and rollouts
• Evaluate and implement modern management policies using Microsoft Endpoint Manager and Azure AD frameworks
• Identify improvements in documentation, tools, and workflows
• Contribute to automation of endpoint configuration, patching, and compliance reporting using PowerShell and Intune scripting
• Maintain documentation for device provisioning workflows, including Autopilot enrollment and policy assignment
• Refine support procedures and best practices
• Participate in or lead internal training sessions for end-user technologies and support tools

Senior End User Support Engineer

• Provide front-line phone coverage and participate in call center groups
• Provide on-site assistance to clients within the local geography
• Provide technical support for computer systems, software, and hardware
• Log and track support requests in ConnectWise
• Prioritize and escalate tickets as required
• Brief customers and management on resolution status
• Work with third-party support providers when necessary
• Follow up with customers to confirm issue resolution
• Submit semi-monthly timesheets and expense reports
• Attend scheduled training and meetings
• Meet regularly with the manager to discuss opportunities and achievements
• Perform customer information and systems audits as necessary
• Take support tickets from the dispatcher
• Update and schedule service tickets until resolved or escalated
• Perform other duties or special projects as assigned
• Maintain detailed ticket notes, accurate time coding, queue scheduling, and customer satisfaction

IT Support Engineer

• Serve as the primary PACS technical support resource for customer healthcare IT projects
• Provide second-level support for PACS and healthcare IT systems
• Troubleshoot and resolve escalated technical issues
• Respond to customer inquiries via phone, email, and ticketing systems
• Coordinate projects and own tasks as the primary customer communication and issue-resolution contact
• Collaborate with IT, Product, Engineering, and Project Management teams
• Monitor and triage support queues and assign tickets to appropriate teams
• Maintain detailed incident, resolution, workflow, and system-change records
• Contribute to support-process improvement, knowledge-base documentation, and root-cause analysis
• Ensure compliance with healthcare regulatory standards and internal IT policies
• Maintain customer relationships through proactive communication, updates, and technical guidance
• Deliver product and service training to administrators, service-level users, and customers
• Perform DeepHealth PACS updates, upgrades, and maintenance
• Conduct pre-sales technical evaluations and provide level-of-effort assessments
• Integrate and support solutions within public cloud environments and DeepHealth platforms
• Design, implement, document, and support technical solutions
• Work cross-functionally to ensure customer satisfaction, issue resolution, and operational success
• Educate customers on system functionality and best practices
• Identify opportunities to improve customer experience and operational services
• Follow DeepHealth policies, procedures, data privacy, compliance, safety, and confidentiality standards
• Complete job responsibilities in a quality and timely manner

Technical Support Engineer – PACS

• Serve as the primary PACS technical support resource for customer healthcare IT projects
• Provide second-level support for PACS and healthcare IT systems
• Troubleshoot and resolve escalated technical issues
• Respond to customer inquiries via phone, email, and ticketing systems
• Coordinate projects and own tasks as the primary customer communication and issue-resolution contact
• Collaborate with IT, Product, Engineering, and Project Management teams to resolve complex issues
• Monitor and triage support queues and assign tickets to appropriate teams
• Maintain detailed incident, resolution, workflow, and system-change records
• Contribute to support-process improvements, knowledge-base documentation, and root-cause analysis
• Ensure compliance with healthcare regulatory standards and internal IT policies
• Maintain customer relationships through proactive communication, updates, and technical guidance
• Deliver product and service training to administrators, service-level users, and customers
• Perform DeepHealth PACS updates, upgrades, and maintenance
• Conduct pre-sales technical evaluations and provide level-of-effort assessments
• Integrate and support solutions in public cloud environments and DeepHealth platforms
• Design, implement, document, and support technical solutions
• Educate customers on system functionality and best practices
• Identify opportunities to improve customer experience and operational services

• Solve complex technical issues for customers
• Proactively review and mitigate risks to minimize potential disruptions
• Collaborate with customers and internal cross-functional teams to identify, diagnose, resolve, and report on technical issues
• Contribute to the strategic direction of the global support team
• Develop and implement best practices
• Partner with Sales, Services, Engineering, and Support teams to ensure customer success on the Akamai platform
• Manage customer incidents and escalations to closure
• Communicate with customers in Spanish and internally in English

Cloud Support Engineer

• Perform preventive maintenance on pneumatic tube systems throughout various buildings, including underground systems between buildings
• Repair pneumatic tube systems on regular schedules and during emergency situations
• Record repair and maintenance activities as required
• Troubleshoot and repair equipment and systems including pneumatic tubes, laboratory gas systems, air pumps, compressors, vacuum pumps, alarm panels, valves, gauges, water purification systems, refrigeration systems, sterilizers, lab instruments, and kitchen appliances
• Perform building maintenance such as replacing light bulbs, repairing walls, and painting
• Assist with creation or improvement of work areas and layouts
• Assist with generator and electrical testing
• Assist with major repairs and equipment and system installations
• Fabricate minor repair parts and components
• Troubleshoot mechanical, plumbing, electrical, and pneumatic tube systems and assist with coworker training
• Assemble and install furniture, cabinets, lab benches, countertops, office cubicles, refrigeration equipment, and large lab equipment
• Move, maneuver, and place large, delicate laboratory equipment in limited spaces
• Maintain work logs, records, work slips, and computer-system documentation; call in incomplete maintenance work orders
• Maintain clean and safe work areas and report unsafe equipment or building issues
• Respond to emergency calls and pages while on call; troubleshoot and repair equipment problems
• Maintain daily pneumatic tube system records and update supervisors or lead technicians on ordered parts
• Follow medical equipment safety codes and handle equipment recalls with required documentation and follow-up
• Assist with ordering parts and supplies and schedule outside vendors or services
• Assist with creating the monthly 24/7 pneumatic tube system on-call schedule
• Provide dock coverage and handle loading, unloading, delivery, and receiving of laboratory reagents

Support Engineer jobs in Massachusetts

End User Support Engineer

Senior End User Support Engineer

IT Support Engineer

Technical Support Engineer – PACS

Technical Support Engineer – PACS

Cloud Support Engineer

Maintenance Support Technician, Pneumatic Tube Station