Support Engineer (Teleradiology)

The role

This role provides Level 2 technical support to radiologists at an affiliated US teleradiology practice. You will support diagnostic workstations, SaaS applications, and specialized clinical systems like PACS and RIS.

What you will do

• Provide Level 2 support for workstation setups including Windows OS, user accounts, and SaaS applications
• Provide 24/7 support to US-based radiologists with priority response for clinical workflow issues
• Perform case management with a focus on SLA adherence
• Provide support for PACS and RIS systems
• Troubleshoot DICOM and HL7 connectivity, image routing, and PACS/RIS integration
• Support and troubleshoot VPN and secure remote access
• Support and troubleshoot site-to-site VPN connections
• Administer and support SaaS applications such as Atlassian, Office 365, SharePoint, Mimecast, 1Password, and Zoom Phone
• Take remediation actions for errors, problems, service requests and incidents
• Perform root cause analysis on recurring issues

Required qualifications

• 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 both Windows and MacOS operating systems
• Experience supporting healthcare professionals in time-sensitive clinical environments
• Previous experience working in a cloud-first technology environment
• Strong understanding of 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

Nice to have

• Experience with healthcare integration engines (e.g. Mirth Connect, Cloverleaf)
• Experience working concurrently with multiple PACS and RIS vendors
• Ability to handle multiple concurrent tasks/activities and meet high customer expectations
• Tertiary qualified 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

Benefits

• Yearly L&D budgets
• Mentoring
• Hackathons
• Secondments
• WFH options
• Flexible hours
• Inclusive policies for fertility, parenthood, loss, and grandparenthood

About the company

Harrison.ai builds diagnostic AI solutions to support clinicians in delivering earlier, more accurate diagnoses. Their mission is to scale global healthcare capacity and create a fairer, healthier world.