AddressResponsibilities:
- Provide telephonic support to end users for issues related to network, internet, and software.
- Resolve problems by clarifying queries, researching solutions, and implementing them; escalating unresolved issues when necessary.
- Act as a liaison between internal operations and customers to address daily requirements and issues.
- Identify, investigate, and resolve technical problems in accordance with established guidelines and documentation.
- Monitor and track raised issues to ensure timely resolution.
- Recognize patterns of failures and symptoms indicating underlying issues.
- Collaborate with network and system engineers in resolving problems.
- Work as a team to meet key performance indicators (KPIs) and service level agreements (SLAs).
- Participate in rotational shifts to provide round-the-clock customer support.
- Troubleshoot and facilitate the resolution of technical system and application issues.
- Manage multiple technical issues of varying severity, ensuring cases are prioritized based on their impact.
- Collaborate with various stakeholders, including system administrators, radiologists, cardiologists, clinical, administrative, and IT staff, to resolve reported issues.
- Engage third-party vendor support as needed, following standard operating procedures.
- Thoroughly document customer-reported issues and the steps taken to resolve them.
- Foster teamwork within the organization, ensuring compliance with global technical standards, and building effective relationships with service, deployment, and engineering teams.
- Proactively share knowledge, create knowledge articles, and contribute to the problem solution database.
- Contribute to service initiatives and activities aimed at enhancing the service experience.
- Ensure customer satisfaction by monitoring various aspects, including knowledge of customer business operations, response time, resolution time, communication, and employee demeanor.
Qualifications:
- Diploma/Advanced/Higher/Graduate Diploma in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or relevant courses is required.
- Proficiency in written and verbal English is essential.
- Strong understanding of networking protocols like TCP/IP, DHCP, and DNS.
- Proficient knowledge of database systems such as Oracle/MS SQL server.
- Strong team player with collaborative skills.
- Demonstrated proficiency in customer relations.
- Ability to communicate effectively with customers of varying technical abilities in a professional manner.
- Self-motivated and capable of working independently.
- Strong analytical abilities.
- Capacity to define action plans and see them through to resolution.
- Ability to work effectively under pressure.
- Willingness to work in diverse hospital environments.
- Fresh graduates from networking/computer science backgrounds are encouraged to apply.
Additional Desirable Qualifications:
- Previous experience supporting PACS, RIS, LIMS, or other clinical healthcare IT systems.
- General knowledge of HL7, DICOM, and other IHE related protocols.
- General knowledge of Mirth or other Healthcare-related interface engines.
