Application Support Engineer

About The Role

Project Role :Application Support Engineer

Project Role Description :Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills :Electronic Medical Records (EMR)

Good to have skills :NAMinimum
3 year(s) of experience is required

Educational Qualification :15 years full time educationApplication Support Virtual HealthOver 3 plus years of experience in supporting virtual healthcare platforms such as Teladoc, Caregility, Zoom, eCareManager and Vibe, ensuring seamless telehealth services. To work actively for new device replacements and upgrades to maintain reliability and compatibility with evolving platform requirements. Vendor Coordination & Device ConfigurationCoordinate with vendors for timely support, software updates, and resolution of platform-specific issues. Configured and tested telehealth devices including video carts, tablets, and connected peripherals.Work closely with field support teams to validate physical setup, user access, and audio/video functionality. Provide support and troubleshooting for Zoom meetings/webinars used in virtual health.Maintain inventory and conduct device audits to ensure consistent uptime and availability.Incident and SLA ManagementManage incidents and service requests using ServiceNow tools, ensuring resolution within defined SLAs.Log and escalate issues as required, performing root cause analysis and preventive recommendations.Generate reports to track incident types, resolution times, and SLA performance metrics.Network Collaboration & Site EnablementWork closely with the network team to validate connectivity, firewall configurations, and access for Caregility and Teladoc devices/ endpoints.Support Wi-Fi/LAN testing during device onboarding and site readiness phases.Documentation & ReportingMaintain detailed configuration documentation, SOPs, and knowledge base articles.Provide regular updates and reports to leadership and stakeholders on implementation progress, incidents, and device performance.
Qualification
15 years full time education