IT Customer Support Lead
Skills
About This Role
Overview
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.
Technical
- Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work 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.
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