At a Glance
- Tasks: Lead and troubleshoot technical incidents while providing top-notch customer support.
- Company: Join AGFA HealthCare, a leader in healthcare imaging solutions.
- Benefits: Enjoy hybrid working, competitive pay, and career development opportunities.
- Other info: Be part of a diverse team in a dynamic, international environment.
- Why this job: Make a real difference in healthcare by supporting innovative technology.
- Qualifications: IT diploma or degree with 2+ years in customer service application support.
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 in Leeds employer: Agfa
AGFA HealthCare is an exceptional employer, offering a dynamic work environment in Leeds that combines the flexibility of hybrid working with the opportunity to collaborate in a diverse team. Employees benefit from comprehensive training and career development programmes, ensuring continuous growth while contributing to impactful healthcare solutions. With a strong focus on employee well-being and a competitive compensation package, AGFA HealthCare is dedicated to fostering a culture of innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Specialist Remote Support in Leeds
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend webinars, and join relevant groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to technical support. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Create a portfolio or a project that highlights your expertise in IT Service Management and Healthcare Imaging Solutions. This can really set you apart from other candidates.
✨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 in Leeds
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 enthusiasm and a personal touch!
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 looking for someone who can take ownership and prioritise effectively, so let us know how you’ve done that before!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Agfa
✨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 DICOM and HL7 standards, as well as your experience with server operating systems and databases. This will show that you're not just familiar with the tech but can also apply it effectively.
✨Demonstrate Your Problem-Solving Skills
Prepare to share specific examples of how you've diagnosed and resolved incidents in the past. Think about times when you took ownership of a problem and how you prioritised your workload to meet SLAs. This will highlight your ability to handle pressure and deliver results.
✨Show Off Your Customer Service Experience
Since this role involves a lot of customer interaction, be ready to talk about your previous customer service roles. Share how you’ve provided high-quality support and any feedback you’ve received from customers. This will demonstrate your commitment to customer satisfaction.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the tools they use for incident management, or how they approach service improvements. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
