At a Glance
- Tasks: Diagnose and troubleshoot technical issues while providing top-notch customer support.
- Company: AGFA HealthCare, a leader in healthcare imaging solutions.
- Benefits: Permanent position with a diverse team, hybrid working, and continuous learning opportunities.
- Other info: Join a dynamic environment with opportunities for professional growth and development.
- Why this job: Make a real difference in healthcare by solving critical technical challenges.
- Qualifications: IT Diploma or Degree, 2 years in customer service application support, and ITIL knowledge.
The predicted salary is between 35000 - 45000 € per year.
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)
Scope of duties
- 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%
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.
Benefits
We offer a permanent position in a multi-disciplinary and multi-cultural team in a challenging and international environment. Opportunities to learn.
Technical Specialist Remote Support employer: Agfa-Gevaert
AGFA HealthCare is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation within a multi-disciplinary and multi-cultural team. With a hybrid working model in Leeds, employees enjoy the flexibility of balancing remote work with in-office collaboration, alongside ample opportunities for professional growth through ongoing training and development in cutting-edge healthcare technologies.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Specialist Remote Support
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare tech field and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your technical skills and knowledge of healthcare imaging solutions. We recommend doing mock interviews with friends or using online platforms to get comfortable with common questions.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled complex incidents or service requests in the past. This will demonstrate your ability to take ownership and resolve issues effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Technical Specialist Remote Support
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technical Specialist Remote Support role. Highlight your experience in customer service and application support, especially with healthcare imaging solutions. We want to see how your skills match what we're looking for!
Showcase Your ITIL Knowledge:Since proficiency in IT Service Management (ITIL) is key, don’t forget to mention any relevant certifications or experiences. We love seeing candidates who understand best practices and can manage change effectively.
Be Clear and Concise:When writing your cover letter, keep it clear and concise. Explain why you’re a great fit for the role and how your background aligns with our needs. We appreciate straightforward communication!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Agfa-Gevaert
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of healthcare imaging solutions, especially PACS and RIS. Be ready to discuss how you've used these systems in past roles and how you can apply that experience to the position.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've diagnosed and resolved technical issues in a customer service setting. Highlight your ability to take ownership of incidents and how you prioritise tasks to meet SLAs.
✨Familiarise Yourself with ITIL Practices
Since this role requires proficiency in IT Service Management, be prepared to discuss ITIL best practices. Think of specific instances where you've implemented these practices to improve service delivery.
✨Ask Insightful Questions
At the end of the interview, don’t hesitate to ask questions about the team dynamics or the tools they use for remote support. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
