Technical Support Specialist – Healthcare Telecom

About the role

We are looking for a skilled Helpdesk Technician to provide remote technical assistance for television and telephone systems used in hospitals, senior living communities, and other healthcare facilities. The role ensures that critical communication and entertainment services operate flawlessly, directly supporting patient comfort and staff efficiency.

Key responsibilities

• Provide Tier 1 and Tier 2 remote support for healthcare‑specific TV platforms (IPTV, patient engagement) and telecommunication systems (VoIP, analog patient phones).
• Diagnose and resolve hardware, software, network, and signal transmission issues.
• Remotely configure, test, and deploy settings for TVs, media players, and phone lines during installation.
• Log all service requests in the ticketing system, tracking issues from initial contact through resolution while meeting SLA requirements.
• Dispatch and coordinate with on‑site field technicians when physical intervention or hardware replacement is needed.
• Maintain confidentiality and adhere to healthcare regulatory standards, including HIPAA, when handling equipment in patient care areas.

Required profile

• 1–3 years of experience in a helpdesk, technical support, or IT service desk role.
• Experience in telecommunications, cable/satellite TV systems, or networking is highly preferred.
• Excellent communication skills with an empathetic approach, especially when interacting with stressed healthcare staff.
• Strong critical‑thinking abilities to troubleshoot complex connectivity issues remotely.

Required skills

• Familiarity with VoIP and SIP protocols.
• Knowledge of traditional telephony wiring.
• Understanding of RF signals, coaxial cable networks, and IPTV distribution systems.
• Basic networking concepts such as TCP/IP, DNS, DHCP, and VLANs.