Description:
The IT Service Delivery Specialist will serve as a primary technical resource for Cadwell's international distributors and domestic customers, providing Tier 2 IT support during overnight hours to align with EMEA and Asia Pacific business hours. Responsibilities include troubleshooting complex IT issues, advising on infrastructure design and compliance requirements, and executing software upgrades and server migrations throughout the customer support lifecycle.
Key Responsibilities
- Deliver Tier 2 technical support for international distributors and domestic customers, troubleshooting and resolving complex IT issues related to networking, databases, storage, software, and HL7.
- Partner with Cadwell's international distributors to advise on IT infrastructure design and requirements for Cadwell software deployments as related to tender responses.
- Partner with Cadwell's after-hours support staff to ensure priority clinical support for international distributors with active service contracts.
- Serve as a technical resource for Cadwell's international distributors throughout the support lifecycle, advising on and executing software upgrades, server migrations, and related infrastructure activities.
- Ensure IT systems and processes comply with international data privacy and security regulations (e.g., GDPR, APPI, or local equivalents); advise distributors on compliance best practices.
- Recommend and support region-specific disaster recovery plans and backup solutions to address local risks.
- Deliver training and workshops for distributors to increase system familiarity and operational effectiveness.
- Other activities as directed, assigned, or requested.
Knowledge, Skills, and Abilities
- Comprehensive knowledge of IT support operations, including troubleshooting networking, databases, storage, software, and HL7 connectivity in clinical environments.
- Thorough knowledge of IT infrastructure design and sizing, including server, storage, and network requirements for enterprise software deployments.
- Thorough knowledge of software upgrade and migration execution, including planning, coordination, and implementation best practices.
- Working knowledge of disaster recovery planning and backup solutions, including region-specific risk considerations.
- Working knowledge of SQL, SQLite, JavaScript, and Mirth Connect in a support or integration context.
- Ability to communicate complex technical concepts clearly and concisely across diverse audiences — technical and non-technical, domestic and international — adapting approach for language and cultural context.
- Ability to troubleshoot and resolve complex IT issues under pressure while maintaining a professional demeanor with distributors and customers.
- Ability to work both independently and as an effective team member, exhibiting Cadwell's core values of integrity, initiative, accountability, commitment to excellence, and service to others.
Education and Experience
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 4+ years of experience in IT infrastructure support.
- Experience in international IT support or a customer-facing technical role preferred.