IT Customer Support Lead

Agfa; 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

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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.

A Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance.

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.

Technical:

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

Experience:

General

• 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.

We offer:

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, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!

Job Segment:

Computer Science, Database, Linux, Oracle, Customer Service, Technology