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Windows Technical Support Engineer I/II
Minnetonka, Minnesota  |  Hybrid
Direct Hire Position
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Applied on November 27, 2021
Job Id #51568 Posted October 27, 2021



  • Assist in achieving a minimum of 75% case resolution rate from Level 1 and 2 Support
  • Collaborate well with all departments across the company and the globe
  • In a team environment, trouble-shoot complex technology problems with emphasis on Window, logs, file permissions, command prompts, configuration of RDS, remote desktop load balancing, LDAP, Active Directory and trust relationships, and group managed service accounts.
  • Install and configure SQL Server and SSMS including permissions and properties. Apply “Use” queries to view and manipulate data contained within SQL tables.  Execute stored procedures and troubleshoot performance and efficiency issues with SQL Database.
  • Apply knowledge of network diagnostic tools for monitoring and capturing event logs.
  • Identify network bottlenecks, recommends improvement for network data movement and infrastructures issues.
  • Use Dicom standards to identify data issues and communication between Dicom devices.
  • Work knowledgably with customers regarding various types of hardware e.g., servers, workstations, graphics cards, configuring hardware/components, RAID concepts, Grid card concepts and monitors
  • Review Network settings with Windows, Network and sharing center, device manager and recommend changes.
  • Interacts with cross-functional product development, product engineering and marketing teams to ensure customer feedback is evaluated and integrated back into our product roadmap
  • Author knowledge base articles to help standardize problem resolution steps and procedures for resolving common or unique issues
  • Records all customer call activity in call tracking database (Salesforce) differentiating between product complaints (defects) and non-complaints in accordance with FDA guidelines
  • Identify complaints that constitute potential hazards and bring them to the attention of Customer Support Management per procedures
  • Assists with hardware support to customers and functions as a liaison between the system manufacturer and the customer when needed
  • Limited travel may be required on short notice to a customer site to resolve issues directly
  • Will field inbound support ACD phone calls, emails and web portal inquires/reported issues
  • Technical Support Engineers may be required to work on-call after hours


This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.



  • Bachelor’s Degree in Computer Science, Management Information Systems, or related field.
  • Good knowledge and/or experience with, Windows, storage, networking, SQL, VMWare, Network monitoring tools, various scripting, Java and/or Python, TLS, and Tomcat
  • Experience with supporting software systems and the integration of such systems into existing networks preferred
  • Experience and/or knowledge of case management (Salesforce, Jira) and knowledge base tools (Confluence, SharePoint) preferred
  • Dependable and reliable with a strong work ethic
  • Professional phone manner and presence along with superior written and verbal communication skills, including call tracking database entry, information sharing among peers, and customer relationship management
  • Strong customer service orientation and positive attitude toward issue resolution and data gathering
  • Strong time management and organizational skills
  • Visible skills in creativity and innovation in order to provide customers with solutions as issues arise
  • Ability to work independently and in a team environment
  • Strong understanding of complex VMWare concepts.
  • Ability to utilize tools for remote access into customer systems e.g., Bomgar, to trouble shoot, identify root cause, make recommendations and solve issues
  • Basic understanding of Tomcat and VIPS Redirect, how to install and how they generally work
  • Capable of comfortably troubleshooting customer issues while having insufficient data or lack of completely correct information
  • General ability to read Java and Python, analyze crash dumps, faulty code settings, locate problem code in repository


Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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If yes, please indicate by checking the appropriate box below

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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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