IT Support Lead – Enterprise Imaging (PACS/RIS) Remote

Agfa-Gevaert; Dubai; On-site; AED 250,000 - 350,000; Full time

Job summary

Agfa HealthCare in Dubai seeks an IT Customer Support Lead to manage on-site and remote support for Enterprise Imaging solutions (PACS/RIS/VNA). The role requires solid technical and application knowledge and strong customer relationship skills.

Responsibilities include site visits, incident management, escalations, and collaboration with cross-functional teams to ensure SLA compliance. A background in Linux/Windows, VMware, DICOM/HL7 is preferred.

Qualifications

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

Responsibilities

• 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.

Skills

Strong interpersonal skills

Excellent communication

Problem resolution

Team player

Education

Engineering/Computer Science/IT degree or equivalent

Tools

Linux

Windows

VMware

Networking

SQL

Oracle

DICOM

HL7

ITIL

Job description

Agfa HealthCare in Dubai seeks an IT Customer Support Lead to manage on-site and remote support for Enterprise Imaging solutions (PACS/RIS/VNA). The role requires solid technical and application knowledge and strong customer relationship skills.

Responsibilities include site visits, incident management, escalations, and collaboration with cross-functional teams to ensure SLA compliance. A background in Linux/Windows, VMware, DICOM/HL7 is preferred.