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Job Description

Shift Hours : 7am – 6pm PST (Thursday-Sunday)

As a Network Support Engineer, your primary focus will be to provide Tier 2 end-to-end monitoring, troubleshooting, and technical support for both wired and wireless network systems, as well as various software applications in a multi-tiered service support environment. You must be able to collaborate effectively with clinical and IT personnel at hospitals and accounts, as well as with sales and customer account teams, and across different functional groups within the company.

You should be motivated to achieve and maintain the role of Subject Matter Expert (SME) for all Intuitive digital products. This position will involve close collaboration with Product Support, Field Service, Digital Sales, and various Engineering teams to assist with the New Product Introduction (NPI) and commercialization aspects of customer product adoption.

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

Essential Job Duties

Provide Tier 2 support for Intuitive digital products, and networking solutions directly and in coordination with other teams such as Field Service, Tier 1 Digital Technical Support, Digital Sales, and Technical Support to analyze and troubleshoot complex network connectivity problems, user access, and general software application support.

• Ability to coordinate activities with Service support Managers, Engineering, Clinical Customers, Hospital IT departments and Field Service Organization with respect to negotiating network connectivity.
• Work closely with Product Support and Engineering to develop troubleshooting tools, documentation, and features to enhance remote access capability, effectiveness, and usability.
• Communicate technical specifications and requirements for digital solutions with customers and internally with cross-functional teams.
• Learn and maintain Tier 2 level of knowledge of all Intuitive products.
• Learn and follow all Intuitive policies and procedures.
• Record, track, and manage complaints using Intuitive’s business systems.
• Create and maintain active directory accounts and PKI certificates.
• 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.
• Other tasks associated with support for digital products as assigned by manager.

Qualifications

Required Education and Training

Preferred Skills and Experience

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.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

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 salary ranges are listed.