Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and troubleshoot technical incidents while providing top-notch customer support.
- Company: AGFA HealthCare, a leader in healthcare imaging solutions.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Why this job: Join a dynamic team and make a real difference in healthcare technology.
- Qualifications: IT diploma or degree, 2 years in customer service application support, and ITIL knowledge.
- Other info: Work in a multicultural environment with continuous learning opportunities.
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.
Technical Specialist Remote Support employer: Agfa
Contact Detail:
Agfa Recruiting Team
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 current employees at AGFA HealthCare on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. It’s all about making connections!
✨Tip Number 2
Prepare for those tricky technical questions! Brush up on your knowledge of ITIL best practices, PACS/RIS systems, and DICOM/HL7 standards. We want you to show off your expertise and how you can tackle real-world problems.
✨Tip Number 3
Practice makes perfect! Set up mock interviews with friends or use online resources to simulate the interview experience. This will help you articulate your thoughts clearly and confidently when it’s your turn in the hot seat.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
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 application support and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background in healthcare imaging solutions makes you a great fit. We love seeing genuine enthusiasm!
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific examples of how you've diagnosed and resolved incidents in the past. We’re all about proactive problem-solving, so let us know how you’ve made a difference!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Agfa
✨Know Your Stuff
Make sure you brush up on your knowledge of ITIL best practices and healthcare imaging solutions like PACS and RIS. Be ready to discuss how you've applied this knowledge in previous roles, especially when it comes to troubleshooting and resolving incidents.
✨Showcase Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples that highlight your experience in providing high-quality support. Think about specific situations where you successfully resolved customer issues and how you prioritised their needs.
✨Demonstrate Problem-Solving Abilities
Be prepared to talk through your approach to root cause analysis. Have a couple of examples ready where you identified the underlying issues of incidents and what steps you took to prevent them from happening again.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the tools they use for incident management, or how they measure success in this role. This shows your genuine interest and helps you gauge if the company is the right fit for you.