Technical Support Engineer, PACS

Wakapi; Departamento Capital; Presencial; ARS 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Wakapi in Argentina seeks a Technical Support Engineer, PACS to be the first contact for users, delivering expert support, troubleshooting, and contributing to a seamless healthcare IT experience.

You will work with cross-functional teams to resolve incidents, maintain high service quality, and improve processes across PACS, RIS, and connected systems.

Formación

• Bachelor’s degree or equivalent professional experience in IT or healthcare informatics.
• Minimum 5 years in IT support with 3+ years in healthcare/radiology tech support.
• Strong knowledge of Windows and Linux systems, networks, and databases.

Responsabilidades

• Provide second-level PACS/RIS support and troubleshoot complex issues.
• Respond to inquiries via phone, email, and ticketing systems; ensure timely resolution.
• Coordinate tasks and act as primary contact for customer communication.
• Escalate issues to IT, Product, Engineering, and PM as needed.
• Maintain incident records, changes, and workflows in the ticketing system.
• Contribute to knowledge base and root cause analysis efforts.
• Ensure compliance with healthcare regulations and IT policies.
• Deliver product and service training to admins and users as required.

Conocimientos

Windows OS

Linux

MSSQL

Networking

PACS/RIS/DICOM

HL7/EMR

Public cloud

Scripting

ITIL

Customer support

Ticketing systems

Educación

Bachelor’s degree in Information Technology or Healthcare Informatics

Herramientas

SSRS

SQL Server Management Studio

Descripción del empleo

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 escalat e 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 and non-technical audiences.
• Ability to manage multiple priorities and work effectively under pressure.
• Ability to collaborate effectively across cross-functional technical and business teams.
• Flexibility to work varied schedules and participate in on-call rotations as required.
• Strong understanding of PC/server hardware platforms and general IT infrastructure.
• Professional communication and interpersonal skills required for internal and external customer interactions.

Preferred Qualifications

• CCNA or CCNP certification.
• CompTIA Linux+, RHCA, or RHCT certification.
• Radiology workflow experience.
• Experience in healthcare or clinical IT environments.
• Advanced knowledge of healthcare imaging and workflow technologies.

Quality Standards

• Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
• Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
• Follows all local, regional and country laws concerning employment.
• Follows all DeepHealth policies and procedures.
• Follows data privacy, compliance, safety and confidentiality standards at all times.
• Practices universal safety precautions.
• Promotes good public relations on the phone and in person.
• Adapts and is willing to learn new tasks, methods, and systems.
• Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
• Completes job responsibilities in a quality and timely manner.

IMPORTANT!! 6 Month term with potential to extend

C - DH - 28092026