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Posted 3w ago

IT Customer Support Lead (Riyadh, SA)

@ Agfa
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Riyadh, ., Saudi Arabia
HybridFull Time
Responsibilities:Develop relationships, Resolve incidents, Coordinate with teams
Requirements Summary:3-4 years of technical IT support experience in healthcare or complex multi-platform environments; strong OS, virtualization, networking, DICOM/HL7 knowledge; ITIL experience.
Technical Tools Mentioned:Linux, Windows, VMware, Networking, SQL, Oracle, DICOM, HL7
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Job Description

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.


 


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!