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- Tasks: Lead and troubleshoot technical incidents for healthcare applications, ensuring swift resolutions.
- Company: Join AGFA HealthCare, a leader in innovative healthcare solutions across Northern Europe.
- Benefits: Enjoy hybrid working, career development opportunities, and a competitive benefits package.
- Why this job: Make a real impact in healthcare while working with a diverse, talented team.
- Qualifications: IT Diploma or Degree, 2 years in customer service support, and expertise in healthcare imaging solutions required.
- Other info: This role offers a permanent position in a dynamic, international environment.
The predicted salary is between 36000 - 60000 £ 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.
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.
Technical Specialist Remote Support employer: Agfa-Gevaert
Contact Detail:
Agfa-Gevaert Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Specialist Remote Support
✨Tip Number 1
Familiarise yourself with AGFA HealthCare's products and services, especially their PACS and RIS systems. Understanding these technologies will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your ITIL knowledge and be prepared to discuss how you've applied ITIL best practices in previous roles. This will show that you can effectively manage incidents and service requests in line with the company's standards.
✨Tip Number 3
Highlight any experience you have with change management and how you've successfully implemented changes in a technical environment. This is crucial for the role, as you'll need to coordinate with various teams and manage escalations.
✨Tip Number 4
Prepare examples of how you've performed root cause analysis in past positions. Being able to articulate your problem-solving skills will set you apart, especially since this role involves preventing future incidents.
We think you need these skills to ace Technical Specialist Remote Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service application support, particularly in healthcare imaging solutions. Emphasise your proficiency in ITIL and any technical skills related to server operating systems and databases.
Craft a Strong Cover Letter: In your cover letter, explain why you are passionate about the role of Technical Specialist Remote Support. Mention specific experiences that demonstrate your ability to troubleshoot incidents and manage service requests effectively.
Showcase Relevant Skills: Clearly outline your expertise in PACS/RIS and your understanding of DICOM and HL7 standards. Provide examples of how you've applied these skills in previous roles to enhance service delivery.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a technical support role.
How to prepare for a job interview at Agfa-Gevaert
✨Showcase Your Technical Expertise
Make sure to highlight your experience with IT Service Management and any relevant certifications. Be prepared to discuss specific examples of how you've successfully resolved technical issues in the past, especially in healthcare imaging solutions.
✨Demonstrate Customer-Centric Thinking
Since this role involves a lot of customer interaction, emphasise your ability to prioritise customer needs and manage SLAs effectively. Share instances where you went above and beyond to ensure customer satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare to walk through how you would handle specific incidents or service requests, including your approach to root cause analysis and escalation processes.
✨Familiarise Yourself with AGFA Products
Research AGFA HealthCare’s products and services before the interview. Understanding their offerings will not only show your interest but also allow you to discuss how your skills can contribute to their goals.
