TECHNICAL SPECIALIST REMOTE SUPPORT

We are currently looking for a Technical Specialist Remote Support, who will be reporting to the Customer Support Manager. (S)he will be responsible for the ownership and 2nd line resolution of Incidents and Service Requests for AGFA HealthCare’s Northern Europe customer base.
Location: Leeds, UK (hybrid working, 50% at home and 50% in our office in Leeds)

REQUIREMENTS:

• IT Diploma or Degree (qualification by experience accepted)
• Minimum of 2 Years in Customer Service Application Support
• Proven track record in providing high-quality support for customer-facing applications.
• Proficiency in IT Service Management (ITIL)
• Demonstrated experience with ITIL best practices and frameworks for efficient service management.
• Proven ability to manage and implement change within an organization effectively. Experience in Change Management.
• Expertise in Healthcare Imaging Solutions (PACS/RIS)
• Experience with Picture Archiving and Communication Systems (PACS) and Radiology Information Systems (RIS).
• Understanding of DICOM and HL7 Standards.
• Knowledge of operational processes within hospital and radiology environments.
• Experience in Technical Application Support
• Proficient in Server Operating Systems (Windows Server and Linux), certifications are highly desirable.
• Experienced with Database utilisation (Microsoft SQL and Oracle).
• Experience in Applications within virtualized environments (VMware).
• Knowledge of High-Availability systems and Disaster Recovery within critical infrastructure environments.
  We offer :
  A permanent position in a multi-disciplinary and multi-cultural team in a challenging and international environment. Opportunities to learn & grow, to make a difference and contribute to the next generation of AGFA products
  We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package.

• Lead, diagnose and troubleshoot 2nd line Incidents and Service Requests – (50% of your time)
• Accurately record and triage newly reported Incidents and Service Requests to ensure a prompt and accurate line of investigation – (10% of your time)
• Take ownership of Incidents and Service Requests, and prioritise your own workload with a continual focus on customers SLAs, ensuring Incidents are resolved within SLA - (10%)
• Escalate Incidents, as needed, on behalf of the customer to appropriate technical resources, coordinating global interaction between other Regional Support Services, Global Support Network (GSN), Problem Management and third-party vendors. – (5%)
• Perform root cause analysis on high priority Incidents and document recommendations to prevent reoccurrences – (10%)
• Recommend service and product improvements to transform the Service from a reactive to a proactive approach – (5%)
• Attend AGFA HealthCare product training, underlying technologies courses and maintain an expert working knowledge of our current and future products and solutions – (10%)