• Deliver Philips Cardiovascular Informatics solutions to healthcare providers • Install, configure, and upgrade Cardiovascular Informatics applications • Integrate systems within hospital IT environments, manage HL7/DICOM interfaces • Conduct technical validation, testing, and documentation of solutions • Support go-live activities and provide post-implementation troubleshooting • Collaborate with clinical and project teams to ensure solutions meet requirements • Act as a trusted technical advisor to customers and internal stakeholders

• Learn and maintain strong knowledge of Acre’s software products, partner integrations, and supported technologies • Provide technical support to customers via phone, ticketing systems, and other support channels • Troubleshoot software, networking, and system-level issues with a strong focus on customer experience • Continuously test Acre software and integrations to support quality assurance and product reliability • Respond to incoming customer calls and technical inquiries requiring assistance • Participate in an after-hours on-call rotation to support customers 24/7/365 • Maintain accurate documentation and records within support and ticketing systems • Continuously build professional, technical, and product knowledge to improve issue resolution and customer outcomes • Create and maintain weekly or monthly reports as directed by leadership.

• Provide 2nd level support for network-related issues, including LAN, WAN, firewall, proxy, and TCP/IP troubleshooting. • Analyze and troubleshoot issues involving WAN, LAN, Firewalls, VPNs, cloud proxies, and wireless systems. • Perform network monitoring and analysis to proactively identify potential issues and implement preventive measures. • Participate in network projects and initiatives, contributing technical expertise and support. • Stay updated with the latest network technologies and best practices to continuously improve network operations. • Escalate unresolved issues to specialized teams and coordinate resolution efforts. • Document incident resolutions and contribute to knowledge base articles. • Collaborate with internal teams (e.g., infrastructure, security, application support) to ensure timely resolution of network-related problems. • Participate in root cause analysis and post-incident reviews. • Support change management processes and ensure compliance with operational standards.

• Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers and/or monitoring applications in a live production environment. • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer. • Meets with clients or internal teams to gather and document business requirements and/or tasks. • Primary contact point for client’s business interests and work toward resolution of issues. • Assumes overall responsibility for defining a solution that matches client’s business needs. • Develop and maintain documentation for all client and/or internal processes and procedures. • Lead testing efforts for projects that introduce new systems and technologies into the contact center. • Responsible for act as liaison with technical groups to ensure business needs are met fully with technological solution. • Responsible for working with internal teams to determine production impact of process implementations. • Ensure compliance with SLAs and OLAs