Job Description

Rejoignez une entreprise tech qui fait la difference en sante



Chez Sectra Canada, notre objectif est d'introduire sur le marche canadien une solution mondiale de TI medicales de premier plan, dans le but de devenir le principal fournisseur de solutions d'imagerie d'entreprise et de PACS au Canada. Nos clients oeuvrent dans certaines des fonctions les plus critiques du systeme de sante, et nous sommes idealement places pour les aider a optimiser les soins centres sur le patient. Nos solutions d'imagerie d'entreprise, modulaires et evolutives, permettent aux prestataires de soins de se developper selon leur specialite, tout en offrant efficience et technologies avancees pour moderniser les systemes d'imagerie medicale canadiens -- et ce, tout en protegeant les donnees sensibles des patients et des professionnels de la sante.



Le poste

Sectra s'engage dans une ambition nationale :

mener des projets de remplacement de PACS a l'echelle du Canada. Nous visons a revolutionner les solutions d'imagerie de sante dans toutes les regions du pays, en nous appuyant sur la technologie de pointe de Sectra et notre expertise, afin d'ameliorer les soins aux patients et rationaliser les flux de travail medicaux. En tant qu'Ingenieur technique, vous vous concentrerez sur la conception, le deploiement et le soutien de systemes critiques generant des resultats cliniques ameliores.



Communication client & gestion des tickets



Gerer les demandes de support entrantes -- clients, partenaires, distributeurs -- via telephone, courriel, chat et portail client.

Analyser les tickets, effectuer un premier diagnostic et resoudre efficacement les problemes simples.

Escalader les cas complexes ou non resolus vers les ingenieurs seniors ou les equipes specialisees, en garantissant un transfert fluide et une communication claire.

Respecter les delais de reponse selon les niveaux de service (KPI) et fournir des mises a jour transparentes a toutes les parties prenantes.



Gestion des cas & surveillance



Enregistrer et suivre les dossiers de support dans le systeme ServiceDesk, avec descriptions detaillees, analyse des risques/securite et priorisation selon l'urgence et l'impact.

Surveiller les alertes et evenements des systemes Sectra, consigner les observations pertinentes et initier les actions appropriees selon les procedures internes.



Support systeme & assistance a la configuration



Participer a l'installation et a la configuration de serveurs Windows, bases de donnees et applications d'entreprise liees aux solutions d'imagerie Sectra.

Assister a la configuration des environnements cloud Microsoft Azure pour des systemes de TI sante, sous la supervision d'ingenieurs seniors.



Integration & collaboration



Collaborer avec les ingenieurs seniors pour integrer les solutions Sectra aux systemes hospitaliers, notamment DME, RIS et applications d'IA tierces, a l'aide d'interfaces standards telles que DICOM, HL7 et API personnalisees.

Participer aux projets d'integration et aux taches de configuration d'une complexite moderee, contribuant ainsi au deploiement et au soutien des systemes de TI de sante.



Join a tech company that's making a difference in healthcare



At Sectra Canada, our objective is to introduce a leading global medical IT solution to the Canadian market, with the aim of establishing ourselves as the top provider of Enterprise imaging and PACS solutions in the country. Our customers operate in some of Canada's most critical functions, and we are uniquely positioned to help them optimize patient-centered care. Our modular and scalable enterprise imaging solutions allow healthcare providers to grow from ology to ology, while providing efficiencies and advanced technology to modernize Canada's medical imaging systems, all while protecting the most sensitive information for patients and care providers.



The role



Sectra is embarking on a journey to lead PACS replacement projects across Canada. We aim to revolutionize healthcare imaging solutions across regions and provinces, leveraging Sectra's cutting-edge technology and expertise to enhance patient care and streamline medical workflows. As a Technical Engineer your role will focus on designing, deploying, and supporting critical systems that drive improved clinical outcomes.



Customer Communication & Ticket Handling



Manage incoming support requests from customers, partners, and distributors via phone, email, chat, and the customer support portal.

Analyze incoming tickets, perform initial troubleshooting, and aim to resolve straightforward issues efficiently.

Escalate complex or unresolved cases to senior engineers or specialized teams, ensuring timely handoff and communication.

Ensure response times are met in accordance with service level expectations (KPIs) and maintain transparent updates for all stakeholders.



Case Management & Monitoring



Record and maintain support cases within the ServiceDesk system, including detailed descriptions, risk/safety assessments, and prioritization based on urgency and impact.

Monitor Sectra system alerts and events, logging relevant findings and initiating appropriate actions according to internal procedures.



System Support & Configuration Assistance



Assist in the installation and configuration of Windows-based servers, databases, and enterprise applications within Sectra's imaging solutions.

Support cloud configuration tasks in Microsoft Azure environments for health IT systems under the direction of senior engineers.



Integration & Collaboration



Collaborate with higher-level technical engineers to support the integration of Sectra solutions with hospital systems, including EMRs, RIS, and third-party AI applications, using standard interfaces such as DICOM, HL7, and custom APIs.

Participate in project work and configuration tasks of moderate complexity, contributing to the successful deployment and support of healthcare IT systems.

Skills & Requirements



Alors, etes?vous la personne qu'il nous faut ?



Excellentes competences en communication en anglais et francais, tant a l'ecrit qu'a l'oral.

Diplome en genie informatique ou domaine connexe, avec d'excellents resultats academiques (ou equivalent).

Passion pour l'excellence du service a la clientele.

Sens de l'organisation, rigueur et aisance a evoluer dans un environnement dynamique.

Atouts supplementaires :

Experience en service d'assistance ou support TI

Connaissance des standards d'interoperabilite en sante :

PACS, RIS, DICOM, HL7, IHE

Familiarite avec Windows, MS SQL Server, SQL Server AlwaysOn, reseaux, Active Directory, clustering de serveurs, outils de script, Microsoft Azure et VMware



Un role riche de sens -- et recompense



Chez Sectra Canada, vous vivrez le dynamisme d'une start?up avec la solidite d'une marque internationale forte de plus de 40 ans d'innovation. Vous contribuerez a des projets qui ameliorent concretement la vie des gens, tout en evoluant dans une equipe collaborative et stimulante.

Avantages offerts :

Salaire competitif et incitatifs bases sur la performance

Assurance sante, dentaire et vision des le premier mois

Compte sante mensuel

Abonnement REER (RRSP) jumele apres 3 mois

Remboursement des frais Internet a domicile

Minimum de 4 semaines de vacances

Aide a la formation continue



Le salaire pour ce poste se situe entre 68 900 $ et 86 100 $, selon l'experience, les competences et l'adequation au poste. D'autres facteurs tels que la formation, les certifications et qualifications peuvent egalement influencer l'offre. Nous visons une offre concurrentielle qui reflete la valeur apportee par chaque candidat.



Employeur garant de l'egalite des chances



La sante est une priorite universelle, et nous avons besoin de talents issus de tous horizons pour construire une societe plus saine et plus sure. Nous valorisons la diversite, les perspectives variees et croyons que l'unicite renforce notre impact. Notre politique de non-discrimination couvre tous les aspects de l'emploi : recrutement, conditions de travail, avantages, promotions et licenciements.



Nous utilisons des outils alimentes par l'IA pour optimiser le processus de recrutement, mais soyez assures que chaque candidature est examinee personnellement par un recruteur qualifie, afin de garantir equite, precision et conformite aux normes d'emploi. Selon le poste, une verification de securite obligatoire pourra etre effectuee. Pour toute question, veuillez contacter l'equipe de recrutement dediee. En savoir plus sur notre processus de recrutement ici.



So are you a fit?



Excellent communication skills, both written and oral in English and French.

A degree in computer engineering with strong academic performance, or equivalent.

A passion for service excellence, with exceptional customer service.

Highly organized and deadline-driven, and enjoy a fast-paced work setting.

Also nice to have:

Experience working with IT service desk or customer service

Experience working with PACS, RIS, DICOM, HL7, IHE and other healthcare interoperability standards

Experience working with Windows, MS SQL Server, SQL Server AlwaysOn, networks, Active Directory, server clustering, scripting tools, Microsoft Azure and VMware

Ability to communicate in multiple languages (French would be a definite asset)



How we make your work meaningful and rewarding



As the newest Sectra operation, Sectra Canada has the best of both worlds. We embody the energy of a young startup yet enjoy the stability of a well-established brand with vast global experience and a product backed by 40+ years of innovation. The result? An agile, invigorating, highly supportive and fun environment that empowers our team to do their best work and make a difference in people's lives every day.



In addition to competitive salary and performance-based incentives, we offer plenty of exciting benefits and perks, including:



Education assistance for team members to continuously enhance their knowledge

Robust health, dental and vision benefits, effective the month following your start date

Monthly health spending account

RRSP matching after 3 months of employment

Reimbursement of home internet expense

4 weeks of vacation at a minimum



Our salary range for this role falls between $68,900 and $86,100. The final salary offer will depend on several key factors, including the candidate's level of experience, their specific skill set, and the overall alignment with the job requirements. Other considerations may include the candidate's education, certifications, and any additional relevant qualifications. We aim to offer a competitive salary that reflects the value each individual brings to our team.



Equal opportunity employer



Healthcare is a universal priority, and we need people from all backgrounds to help build a healthier and safer society. Our employees are people with different strengths, interests, experiences and backgrounds, who share a passion for improving people's lives. We embrace our differences and celebrate our uniqueness, and we respect and value all of our employees' points of views. Our non-discrimination policy extends beyond recruitment practices to encompass all terms, conditions and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits and termination of employment.



We use AI-powered tools to help streamline our hiring process, but rest assured--every application is personally reviewed by a qualified recruiter to ensure fairness, accuracy, and compliance with employment standards.



Depending on the role, a mandatory background security screening might be performed as part of the recruitment process at Sectra. Please reach out to the responsible hiring team if you have any questions regarding this.



Great Place to Work



Making a difference



Great colleagues



Personal development



Innovation & technology



Global environment



Working close to customers



About the company



Sectra develops and sells cutting-edge solutions for medical IT and cybersecurity. We help hospitals and those who are training future healthcare personnel to improve their efficiency so that patients can receive better care. We also support and help defense, authorities, and critical social functions to secure their communication against eavesdropping and protect their systems against unauthorized access. This is how we create conditions for a healthier and safer society.



One thing that identifies us at Sectra is our customer obsession-- our ability and willingness to understand, create value for and stand up for our customers. This shared priority is at the core of our culture. Our customers describe this as having the knowledge to meet expectations, the passion to exceed them. As we hire for attitude and ability - train for skill, we happily expand your knowledge, if you bring the passion and willingness to learn.



Imaan Shahid | Contact Person



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Sectra



Montreal | Hybrid