Technical Support Engineer
Location:
Durham , North Carolina
Posted:
January 05, 2017
Reference:
16009531-en-us

McKesson is in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. McKesson Connected Care & Analytics enables our customer organizations to improve patient outcomes through better care coordination, collaboration and management – while making sustainable performance improvements that drive financial health.  Our  expertise in connected care,population health, risk management, healthcare analyticsand demand forecasting can help you deliver care in the right setting and develop and maintain a thriving business, even in our rapidly evolving industry.  RelayHealth®, an independent business unit within the McKesson Connected Care & Analytics family, is a key component of this strategy and expertise; enabling the trusted exchange of clinical, financial and administrative information between patients, providers, payers, pharmacies, pharmaceutical manufacturers and government agencies.  The net result helps provide: improved care, faster access, lower costs and enhanced bottom lines.


We understand the importance of a system that works together. Your expertise, drive and passion can help us carry out our mission to improve lives and advance healthcare.


Join our team of leaders to begin a rewarding career.

Current Need  

 

We have an exciting opportunity for a Technical Support Engineer 3 in our Durham, North Carolina office. This position provides primary assistance over the phone to McKesson customers seeking resolution to technical problems.  This position documents steps taken on the call and resolutions to recurring problems. This position provides high quality, professional service to all clients. 


Position Description 

  • Provides technical, functional, & coding support to internal & external customers' product support teams, who are diagnosing, troubleshooting & debugging highly technical or sophisticated software, databases or computer systems
  • Typically responds to situations as McKesson's first-line product support to isolate or fix problems in software; may be second-line of support in some areas
  • Reports design, reliability & maintenance problems or bugs to software engineering/ design engineering, offering and/or soliciting input
  • Provides support to customers/users where the product is highly complex or technical in nature Explains & interprets technical ideas or processes to various groups or levels within the organization
  • Applies customer service skills & relevant competencies (e.g., communication) in working with internal & external customers
  • At certain levels, may create knowledge-based content
  • At certain levels, may create troubleshooting tools
  • May be involved in customer installation & training

 

Qualifications

Minimum Requirements
4+ years experience providing technical support to product support teams, field engineers and technicians.

Critical Skills
  • Must have 4 years at college level in degree program or equivalent experience working with McKesson applications or software of a similar architecture.
  • 4 years experience in customer service and technical support.
  • Good communication skills & excellent problem solving skills.
  • Working knowledge of DOS, Windows XP/7/8/10, Pervasive, SQL, remote support software and networks.
  • Must have advanced knowledge of relational databases – Oracle or MS SQL.  
 
Additional Knowledge & Skills
  • Certification in at least one of the preferred expertise areas: Networks including Windows Server operating systems, (Unix/Linux a plus).
  • McKesson Interfaces and optional modules (DOS & Windows)
  • McKesson Applications, ANSOS/One-Staff, McKesson time and Attendance, eShift and their respective modules.
  • Crystal Reports
  • Thin Client in either Citrix XenApp and Windows Terminal Services
  • Web servers (Apache) PC's, Printers, Modems, WebEx, SAP/CRM
  • Experience with JBOSS
  • Website Administration/Internet programming Previous call center experience, advanced technical skills in troubleshooting application software, networks and operating systems are preferred.
  • Fluency in French or Spanish a plus.      
     

Education
Bachelors degree or equivalent experience in diagnosing and troubleshooting software and/or customer service on computer systems.

Certifications/Licensure

Certification in at least one of the preferred expertise areas: Networks including Windows Server operating systems, (Unix/Linux a plus).


Benefits & Company Statement
McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.

We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we can’t do it without you. Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all.

McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement
No agencies please.

 


A little about us:
McKesson is in business for better health.

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