Technical Support Engineer (Medical Devices)

Randstad (Schweiz) AG; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading staffing firm is seeking an experienced Second Line Support technician to provide advanced IT support in a dynamic healthcare setting. Responsibilities include troubleshooting complex issues, mentoring team members, and collaborating with IT teams and vendors. The ideal candidate will have over 6 years experience, particularly in healthcare IT, alongside relevant certifications. Strong problem-solving skills and the ability to communicate effectively with both technical and non-technical users are essential.

Qualifications

• Minimum 6 years in IT support, with at least 3 years in an L2 or similar role.
• Excellent problem-solving and analytical abilities.
• Strong communication skills for explaining technical issues to non-technical users.

Responsibilities

• Investigate and resolve escalated technical issues related to hardware, software, and networking.
• Provide advanced troubleshooting for systems including Active Directory, DNS, and healthcare IT environments.
• Mentor junior team members and assist in audits and risk assessments.

Skills

Troubleshooting

Analytical abilities

Communication

Problem-solving

Education

ITIL Certification

Microsoft Certified Professional (MCP)

CompTIA Network+

Tools

Jira

ServiceNow

Confluence

Job description

About the role:

As a Second Line Support (L2), you will provide advanced technical support to resolve complex IT issues escalated from the First Line Support team. Your role involves deeper troubleshooting, system analysis, and collaboration with other IT teams or vendors to ensure timely resolution of incidents. You will also contribute to process improvements, knowledge sharing, and mentor junior team members. This position requires strong technical expertise, problem-solving skills, and the ability to work under pressure while maintaining high standards of customer service. This role is ideal for a technically skilled professional looking to grow in IT support within a dynamic healthcare environment.

Responsibilities:

• Investigate and resolve escalated technical issues related to hardware, software, networking, and healthcare-specific applications.
• Provide advanced troubleshooting for systems including Active Directory, DNS, file/print servers, Office 365, and healthcare IT environments.
• Assist in the deployment, configuration, and maintenance of IT infrastructure and applications.
• Collaborate with third-party vendors to resolve issues with specialized software or hardware.
• Manage and prioritize escalated tickets, ensuring SLAs are met and users are kept informed of progress.
• Identify recurring issues and work with the IT team to implement long-term solutions.
• Act as a point of escalation for the First Line Support team, providing guidance and mentorship.
• Work closely with other IT teams (e.g., Network, Security, Development) to resolve cross-functional issues.
• Participate in project work, including system upgrades, migrations, and automation initiatives.
• Ensure compliance with ISO 27001:2013, HIPAA, and other relevant standards in all support activities.
• Assist in audits and risk assessments related to IT systems and workflows.
• Support Radiologists and clinicians with advanced technical setups, including specialized hardware/software configurations.
• Work flexible hours, including occasional weekends or on-call shifts, as required.

Job Requirements

• Minimum 6 years in IT support, with at least 3 year in an L2 or similar role.
• Experience in healthcare IT, radiology, or teleradiologyis highly desirable.
• Certifications such as ITIL, Microsoft Certified Professional (MCP), or CompTIA Network+ are advantageous.
• Advanced troubleshooting of Windows OS, Office 365, and healthcare IT systems.
• Experience with Active Directory, DNS, servers, and networking fundamentals.
• Familiarity with radiology workflows, PACS, DICOM, or teleradiology software is a preferred
• Excellent problem-solving and analytical abilities.
• Strong communication skills for explaining technical issues to non-technical users.
• Ability to mentor junior team members and share knowledge effectively.
• Understanding of ITIL Framework (Incident, Problem, Change Management).
• Experience with ticketing systems (e.g., Jira, ServiceNow) and documentation tools (e.g., Confluence).

Please be informed that only shortlisted candidate will be notified