Summary
Agfa HealthCare provides Enterprise Imaging solutions, including PACS, RIS and VNA, for healthcare customers. The IT Customer Support Lead provides on-site and remote technical support, manages customer-site cases and incidents, and coordinates with Agfa support teams and third-party suppliers. The role also includes root cause analysis, service escalations, customer meetings and recommendations for service improvements. Applicants should have relevant technical qualifications or experience, 3–4 years supporting complex software environments in healthcare, and knowledge of operating systems, VMware and networking. The posting lists Riyadh, Saudi Arabia, and also names Saudi Arabia, Egypt or Dubai as possible locations.
The posting
As published on agfa.com. Pulled from the employer's site and shown as they wrote it.
For the region Middle East Agfa HealthCare is currently looking for a IT Customer Support Lead.
Our focus is 100% on providing best-of-suite Enterprise Imaging solutions (PACS/ RIS) that enable secure, effective and sustainable imaging data management, to improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help our customers to achieve their clinical, operational and business strategies.
A Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance.
Job Duties & Accountabilities:
- Develop and maintain customer service relationships
- Executing regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.
- Ownership of site cases, troubleshooting issues through to resolution.
- Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.
- Attend all relevant meetings with a customer to review, capacity reports and end of life solutions and environments.
- Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites
- Provide root cause analysis and improvement recommendations for priority 1 and 2 Incidents.
- Drive additional service requests working closely with customers to deliver optimal service.
Profile description:
Technical:
- Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.
Experience:
General
- Minimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).
- Strong knowledge of operating systems including Linux and Windows
- Knowledge of VMware and networking.
- Understanding of security patching across operating system and application levels.
- Knowledge of DICOM, HL7 and hospital workflows (preferred).
- Experience with databases (SQL/Oracle) (preferred).
- Experience with storage solutions (preferred).
- Experience of working within an ITIL disciplined environment.
Specific Skills:
- Strong interpersonal skills and customer service focus.
- Excellent communication skills (verbal and written).
- Positive attitude, proactive, self-starter, both action and results oriented.
- Well-developed analytical, diagnostic and problem resolution skills.
- A strong team player, maintaining a high level of quality in a challenging environment.
- Continuous learning orientation; keeping aware of new and emerging technologies.
Location: Saudi Arabia, Egypt or Dubai
We offer:
We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!