Responsibilities
- Maintain healthy client environments and manage support escalations
- Conduct investigations and resolve technical issues within the DQA platform for clients
- Monitor DQA installations in client systems and escalate to development teams as necessary
- Analyze logs (Seq, Windows Event Viewer) to detect problems proactively
- Collaborate with the Customer Success team to prioritize fixes
- Document all activities in our ticketing system comprehensively
- Oversee Windows Server environments, including user groups, disk space, and maintenance tasks
- Troubleshoot desktop and server complications, including operating system reinstalls
- Use foundational networking skills to resolve connectivity issues
- Work with client IT teams to address environment-related issues
- Provide support for Azure cloud infrastructure as needed
- Regularly patch and upgrade client DQA installations
- Set up new client installations from start to finish
- Manage quality assurance for each release: smoke tests, regression checks, and post-deployment stability assessments
- Identify improvements for smoother releases and reduction of support tickets
- Leverage automation and scripting to reduce repetitive tasks
- Keep documentation and playbooks updated for team continuity
- Ongoing updates of processes as features, clients, and infrastructure evolve
Requirements
Must have:
- Proficiency in SQL: SELECT, JOIN, UPDATE on SQL Server
- Experience with Windows Server and desktop environments (user groups, event logs, disk management, OS reinstalls)
- Familiarity with PowerShell scripting or equivalent, focusing on task automation
- Ability to read application and system logs for issue diagnosis (experience with Seq is a plus)
- Basic understanding of TCP/IP networking
- Experience with ticketing systems and a meticulous approach to documentation
- Strong writing abilities for clear record-keeping
- Comfort in communicating with hospital IT personnel and end users
- Awareness of security practices: access control fundamentals, careful management of sensitive healthcare data
- Quality assurance experience: smoke testing, regression validation, structured release assessments
Nice to Have:
- SQL Server database administration knowledge
- Experience with Azure infrastructure
- Familiarity with healthcare software or hospital IT environments
Company
At 3terra, we have been at the forefront of healthcare software development since 2006, significantly impacting Canadian hospitals. Our flagship product, Data Quality Assist (DQA), plays a vital role in enhancing decision-making and funding by analyzing a large volume of inpatient records from Ontario. As a tight-knit team passionate about medical coding and analytics, we are dedicated to delivering effective solutions that truly add value to our clients, which primarily include hospitals relying on us across various departments. We are on the verge of an exciting growth phase and are eager to welcome innovative and committed individuals to our team. This position is based in our Mississauga office, where we embrace a hybrid work environment with in-office days on Monday, Tuesday, and Thursday, allowing for remote work on Wednesday and Friday.