Technical Specialist Remote Support

Overview

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Responsibilities

• 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%)

Location

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.

Benefits

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.

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