IT Customer Support Lead

Agfa-Gevaert Group; Dubai; On-site; AED 300,000 - 420,000; Full time

Benefits offered by this job

Competitive compensation

Training and career development

Supportive team

Job summary

Agfa HealthCare in Dubai is seeking an IT Customer Support Lead to manage enterprise imaging solutions and client service delivery across the Middle East region. You will oversee site visits, incident handling, and coordination with internal teams to ensure timely resolutions.

The role requires strong Linux/Windows, VMware, and networking skills, plus experience with DICOM/HL7 workflows and ITIL-aligned service delivery. A proactive, customer-focused leader is essential.

Qualifications

• 3–4 years of healthcare IT support experience.
• Strong Linux and Windows OS knowledge.
• Experience with VMware and networking.
• Familiarity with DICOM/HL7 and hospital workflows.
• ITIL-based service environment experience.

Responsibilities

• Develop and maintain customer service relationships.
• Conduct regular customer site visits.
• Manage active cases and provide feedback on high priority incidents.
• Raising any systems concerns on site and taking ownership of cases.
• Troubleshoot issues through to resolution and liaise with support teams.

Skills

Linux

Windows

VMware

Networking

DICOM

HL7

SQL

Oracle

ITIL

Education

Engineering/CS/IT degree

Tools

VMware

SQL

Oracle

Windows

Linux

Job description

For the region Middle East Agfa HealthCare is currently looking for a IT Customer Support Lead Our focus is 100 on providing best-of-suite Enterprise Imaging solutions PACS RIS that enable secure effective and sustainable imaging data management to improve productivity and deliver clinical value We use our proven track record as an innovator our in-depth medical knowledge and our strategic guidance to help our customers to achieve their clinical operational and business strategies

Location

Dubai UAE

Job Duties & Accountabilities

• Develop and maintain customer service relationships
• Executing regular customer site visits
• Managing active cases
• Providing feedback on recent high priority incidents
• Raising any systems concerns on site
• Ownership of site cases
• Troubleshooting issues through to resolution
• Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues
• Attend all relevant meetings with a customer to review capacity reports and end of life solutions and environments
• Capacity to take control of Service situations including initiating escalation procedures and following through to customer satisfaction on allocated sites
• Provide root cause analysis and improvement recommendations for priority 1 and 2 Incidents
• Drive additional service requests working closely with customers to deliver optimal service

What We Offer

• a rewarding career in a field that impacts lives
• the opportunity to work with a talented and committed team of individuals
• training and career development programs
• a competitive compensation and benefits package

If you want to be part of this experience we ll take you there

Technical Requirements

Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.

Experience

• Minimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).
• Strong knowledge of operating systems including Linux and Windows
• Knowledge of VMware and networking.
• Understanding of security patching across operating system and application levels.
• Knowledge of DICOM, HL7 and hospital workflows (preferred).
• Experience with databases (SQL/Oracle) (preferred).
• Experience with storage solutions (preferred).
• Experience of working within an ITIL disciplined environment.

Specific Skills

• Strong interpersonal skills and customer service focus.
• Excellent communication skills (verbal and written).
• Positive attitude, proactive, self-starter, both action and results oriented.
• Well-developed analytical, diagnostic and problem resolution skills.
• A strong team player, maintaining a high level of quality in a challenging environment.
• Continuous learning orientation; keeping aware of new and emerging technologies.