Technical Services Engineer – L3 (French, Healthcare)

About the role

The L3 Technical Services Engineer is the first point of contact for users in a healthcare IT environment, providing expert support and troubleshooting. You will work closely with cross‑functional teams to resolve incidents, maintain service quality, and continuously improve support processes.

Key responsibilities

• Coordinate projects and act as the primary contact for customer communication and issue resolution.
• Lead implementation activities from kickoff through completion for client projects.
• Provide second‑level support for healthcare IT systems, handling escalated technical issues.
• Respond to user inquiries via phone, email, and ticketing systems promptly and professionally.
• Participate in a rotating schedule to monitor the support queue, triage tickets, and assign them to the appropriate product or functional team.
• Collaborate with IT, Product, and Engineering teams to escalate and resolve complex problems.
• Maintain detailed incident records, solutions, and workflows in the ticketing system.
• Contribute to continuous improvement of support processes and the knowledge base.
• Ensure compliance with regulatory standards and internal IT policies.
• Support key customers, providing updates and guidance as needed.

Required profile

• 5+ years of experience in an IT support role.
• Bachelor’s degree in IT, Healthcare Informatics, or a related field, or equivalent experience.
• Proven support experience in healthcare or clinical environments.
• Strong customer‑relationship and call‑center support skills.
• Fluent in French and English.

Required skills

• PC and server hardware platforms.
• Linux command‑line and system administration.
• Windows operating systems (Windows 7+ and Server).
• Networking fundamentals.
• Healthcare IT systems, including EMR and clinical software.
• Ticketing systems and ITIL‑based support processes.
• Archival and storage media knowledge.
• PACS, DICOM, HL7 (preferred).
• CompTIA Linux, RHCA/RHCT, CCNA/CCNP certifications (preferred).