Inspired by Care

Since 1992, Omnicell (NASDAQ: OMCL) has been inspired to create safer and more efficient ways to manage medications and supplies across all care settings. As a leader in medication and supply dispensing automation, central pharmacy automation, IV robotics, analytics software, and medication adherence and packaging systems, Omnicell is focused on improving care across the entire healthcare continuum—from the acute care hospital setting, to post-acute skilled nursing and long-term care facilities, to the patient’s home.

Over 4,000 customers worldwide use Omnicell® automation and analytics solutions to increase operational efficiency, reduce medication errors, deliver actionable intelligence and improve patient safety.

Omnicell’s innovative medication adherence solutions, used by over 32,000 institutional and retail pharmacies in North America and the United Kingdom, are designed to improve patient adherence to prescriptions, helping to reduce costly hospital readmissions.

Recent Omnicell acquisitions, including Ateb, add distinct capabilities, particularly in central pharmacy, IV robotics, and pharmacy software, creating the broadest medication management product portfolio in the industry.

Associate Technical Support Engineer


Associate Technical Support Engineer

The Associate Engineer position is responsible for the triaging, basic troubleshooting, part ordering, and escalation of customer inquiries as appropriate. The Technical Assistance Center provides technical support on a 24/7/365 basis. The role will provide technical support for Omnicell products installed throughout the customer base. The role will support calls via phone, e-mail, direct consultation and must assure prompt, courteous and professional service to our customers by effective communication, timely follow-up, technical expertise and adherence to department policies and standards.


  • Utilizes superior customer service skills to address all client requests for support in an efficient, courteous, and professional manner, and escalate when necessary
  • Remain consistent with communication to clients until issues are resolved
  • Provide accurate and timely detailed logging of problems and resolution for problems in the problem management database
  • Courteously obtain and convey concise problem information for external and internal service personnel
  • Escalate problems as appropriate following service desk procedures
  • Act as a liaison between customers and internal support staff to assure accurate problem interpretation
  • Maintain in-depth knowledge of service desk supported products and services
  • Maintain communications with customers during the problem resolution process as appropriate

Required Knowledge and Skills:

  • Knowledge of Windows OS (Windows7, Win8, Server 2008, 2010)
  • Basic understanding of Networking
  • Basic understanding of Workgroups, Domains 
  • Competent in use of Microsoft Office applications (Word, Excel, etc.) 
  • Fluent in the English language
  • Excellently demonstrated verbal and written communication skills 
  • Strongly demonstrated organizational skills 
  • Ability to multi-task 
  • Ability to maintain calm, professional demeanor when under pressure 
  • Ability to learn and retain knowledge 

Basic Qualifications:

Associate’s Degree or High School Diploma/GED with 2 years of experience working with computer hardware / software troubleshooting

Preferred Qualifications

  • Associate’s degree
  • Basic knowledge of SQL, SQL Configuration Manager and Query statements 
  • MSCE Certification 
  • Fluent in French
  • Network certified technician 
  • Experience in a technical support position over the phone
  • Knowledge of computer hardware peripherals (Installation and Setup): Printers, Monitors, network printers, scanners, keyboards, input devices
  • Basic Typing Skills

Work Conditions

  • Office Environment
  • Occasional work-from-home (requires functional, quiet environment)
  • Will require weekend shifts and shift rotations to meet business needs


Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Omnicell will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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