IT Support Engineer

Mastek Limited; United Arab Emirates; On-site; AED 180,000 - 240,000; Full time

Job summary

Mastek is seeking a Senior Field Tech Support to provide on-site IT assistance at M42 facilities, ensuring reliable hardware, software, and network operation for caregivers, staff, contractors, and end users. You will diagnose issues on end-user devices and clinical technologies, support EMR systems like Oracle Health Cerner, and coordinate with Biomedical Engineering, vendors, and application teams.

The role requires incident and service-management, training support, documentation, and

Qualifications

• On-site IT support in healthcare environments.
• Experience with EMR systems like Oracle Health Cerner.
• Strong diagnostic and incident resolution skills.

Responsibilities

• Travel to M42 facilities to provide hands-on technical support.
• Diagnose and resolve end-user device and peripheral issues.
• Support EMR and clinical systems such as Oracle Health (Cerner).
• Coordinate with Biomedical Engineering, vendors, and application teams.
• Install, configure, maintain hardware and software.
• Assist with network connectivity and Wi-Fi issues.
• Ensure incidents and service requests meet SLA targets.
• Support workstation refreshes and go-live activities.
• Deliver basic training and document procedures.
• Maintain asset records and inventory.

Skills

On-site support

Customer service

Technical troubleshooting

Healthcare IT

Tools

ServiceNow

ManageEngine

Jira Service Management

Job description

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The Senior Field Tech Support is responsible for providing on-site technical assistance to end users, ensuring smooth operation of IT hardware, software, and network systems under supervision. The role acts as the local hands and eyes for the Clinical and Infrastructure managed services team, assisting in on-site support, diagnostics, incident resolution, and coordination with the central IT Helpdesk.

Key Responsibilities

• Onsite Support: Travel to M42 facilities to provide hands-on technical support to caregivers, staff, contractors, and end users.
• Technical Troubleshooting: Diagnose and resolve issues related to end-user devices, peripherals, and clinical technologies, including printers, card readers, IPTV, telephones, kiosks, barcode scanners, wristband printers, label printers, signature pads, dictation systems, and medical devices.
• EMR & Clinical Systems Support: Support Electronic Medical Record (EMR) systems such as Oracle Health (Cerner). Troubleshoot issues impacting clinical workflows, nursing stations, physician workstations, and ancillary departments, along with application teams.
• Medical Device & Interface Support: Support the integration of medical devices with healthcare systems by monitoring and resolving connectivity and data transmission issues. Coordinate with Biomedical Engineering, vendors, and application teams, and participate in testing and validation activities for new device implementations.
• Installation, Configuration & Maintenance: Install, configure, upgrade, maintain, and repair hardware, software, end-user devices, and peripherals to ensure optimal performance and availability.
• Network Support: Assist with network-related issues, including connectivity troubleshooting, Wi-Fi support, and basic network configurations.
• Incident & Service Management: Ensure incidents and service requests are resolved within agreed SLA targets, monitor ticket queues, track service performance metrics, and elevate complex issues to L2/L3 teams, managed service providers, and vendors as needed.
• Project & Go-Live Support: Support workstation refreshes, departmental relocations, infrastructure deployments, EMR implementations, optimizations, upgrades, hospital expansion projects, new facility openings, cutover activities, and user-readiness initiatives.
• Customer Service & Training: Communicate effectively with users to understand issues, provide technical guidance, and deliver basic training on IT equipment, applications, and supported technologies.
• Documentation & Asset Management: Maintain accurate service records, technical documentation, support procedures, knowledge articles, asset inventories, and storeroom inventory management.
• Security & Compliance: Ensure all IT equipment and systems comply with organizational IT security policies, healthcare regulations, and operational standards.
• Continuous Service Improvement: Identify recurring issues, recommend process improvements, and contribute to maintaining high-quality IT services and customer satisfaction.
• Reporting & Collaboration: Prepare regular operational reports and collaborate with Clinical Applications, Infrastructure, Biomedical Engineering, vendors, and business stakeholders to support ongoing IT operations and strategic initiatives

Healthcare Technologies

• Oracle Health (Cerner)
• Clinical device integrations
• Healthcare interoperability concepts
• Clinical workstation support

IT Service Management

• ServiceNow
• ManageEngine
• Jira Service Management
• Incident, Change, and Problem Management processes
• Installation OR Configuration OR Maintenance OR troubleshoot OR