Enterprise Imaging Support Lead (PACS/RIS)

Agfa-Gevaert; Dubai; Hybrid; AED 240,000 - 360,000; Full time

Job summary

Agfa-Gevaert in Dubai, UAE seeks an IT Customer Support Lead to own and manage client issues across Agfa Enterprise Imaging solutions (PACS/RIS/VNA). The role combines on-site visits with remote support, requiring strong technical knowledge and excellent customer relations to ensure SLA compliance.

You will interact with cross-functional teams, manage incidents, and drive service improvements while maintaining strong client partnerships in the healthcare sector.

Qualifications

• 3–4 years of relevant work experience providing technical support in healthcare software environments.
• Solid knowledge of Linux and Windows operating systems.
• Knowledge of VMware and networking.
• Understanding of security patching across OS and applications.
• Experience with SQL/Oracle databases and storage solutions.
• Experience in an ITIL environment.

Responsibilities

• Develop and maintain customer service relationships.
• Conduct regular customer site visits and manage active cases.
• Own site cases and troubleshoot issues to resolution.
• Liaise with Agfa Support Teams and third-party suppliers.
• Attend meetings with customers to review reports and environments.
• Escalate and manage service situations to customer satisfaction.
• Provide root cause analysis and improvement recommendations.
• Drive additional service requests with customers.

Skills

Interpersonal skills

Communication skills

Problem solving

Team player

Continuous learning

Education

Engineering, Computer Science and/or IT

Tools

Linux

Windows

VMware

SQL/Oracle

DICOM

HL7

Job description

Agfa-Gevaert in Dubai, UAE seeks an IT Customer Support Lead to own and manage client issues across Agfa Enterprise Imaging solutions (PACS/RIS/VNA). The role combines on-site visits with remote support, requiring strong technical knowledge and excellent customer relations to ensure SLA compliance.

You will interact with cross-functional teams, manage incidents, and drive service improvements while maintaining strong client partnerships in the healthcare sector.