IT Customer Support Lead (PACS / RIS / VNA)

Job description: For the region Middle East Agfa HealthCare is currently looking for a IT Customer Support Lead. Location: Dubai, UAE 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!