Remote Voip & Pbx Support Specialist (Contract)

Grupo Abans; Ciudad de Mendoza; Remote; ARS 57,553,000 - 106,019,000; Full time

Job summary

Grupo Abans is seeking a Technical Support Engineer specialized in PACS to act as the first point of contact for healthcare IT users. You will troubleshoot, resolve incidents, and work with cross-functional teams to maintain service quality and drive improvements.

You will support PACS/RIS and related systems, manage tickets, document resolutions, and contribute to knowledge base enhancements while ensuring regulatory compliance and strong customer relationships.

Qualifications

• Bachelor's degree or equivalent professional experience in IT/health IT.
• Minimum 5 years IT support experience, with 3+ years in healthcare/radiology tech support.
• Strong Windows (7+) and Linux administration knowledge.
• Experience with PACS, RIS, DICOM, HL7, EMR systems.

Responsibilities

• Provide second-level PACS/RIS support and troubleshoot escalated issues.
• Respond to inquiries via phone, email, and ticketing systems promptly.
• Coordinate tasks and serve as primary customer contact for issue resolution.
• Collaborate with IT, Product, Engineering, and PM teams to resolve complex problems.
• Monitor support queues and assign tickets to appropriate teams.
• Maintain comprehensive incident records and change logs in the ticketing system.
• Contribute to knowledge base and root cause analyses.
• Ensure compliance with healthcare regulations and internal IT policies.
• Deliver training to administrators and users as needed.
• Perform system updates and maintenance on DeepHealth RIS/PACS platforms.
• Support cloud integrations and on-premise/cloud-based architectures.
• Design and implement technical solutions meeting customer requirements.

Skills

Windows admin

Linux admin

Networking

PACS support

ITIL framework

Customer support

Analytical thinking

Problem-solving

Education

Bachelor's in IT / Health informatics

Tools

MSSQL

SSRS

Cloud integrations

Ticketing systems

Job description

The Role: The Technical Support Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience.
This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Responsibilities:

Serve as the primary PACS technical support resource for customer healthcare IT projects.

Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.

Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.

Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.

Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.

Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.

Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.

Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.

Ensure compliance with healthcare regulatory standards and internal IT policies.

Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.

Deliver product and service training to administrators, service-level users, and customers as needed.

Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.

Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.

Integrate and support solutions within public cloud environments and DeepHealth platforms.

Design, implement, document, and support technical solutions that meet customer and organizational requirements.

Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.

Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.

Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

Requirements:

Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.

Minimum of 5 years of experience in IT support roles.

Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.

Strong knowledge of Windows operating systems (Windows 7 and above, Windows Server).

Strong Linux system administration and command-line experience.

Experience with MSSQL database management and relational database technologies.

Strong understanding of networking concepts, troubleshooting, and infrastructure support.

Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.

Proven experience troubleshooting complex software applications and healthcare technology solutions.

Experience with public cloud environments and cloud-based integrations.

Familiarity with scripting, data serialization, and reporting tools such as SSRS.

Strong troubleshooting, analytical thinking, and critical problem-solving skills.

Experience using ticketing systems and ITIL-based support processes.

Strong customer service, relationship management, and call center support experience.

Excellent written and verbal communication skills with both technical