IT/Product Support Specialist

PsychPlus; Karachi Division; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

PsychPlus is seeking a Senior IT/Product Support Specialist to support healthcare software solutions, ensuring data security and compliant operations. The role covers end-user training, issue resolution, and policy implementation.

The ideal candidate has 4+ years in technical support, strong communication, and proficiency with Windows and Jira. This on-site position offers collaboration within a healthcare tech team and opportunities to impact patient care.

Qualifications

• Bachelor's degree or equivalent in IT/CS.
• Minimum 4 years in technical support or QA.
• Strong understanding of healthcare processes/workflows.

Responsibilities

• Respond to user inquiries and troubleshoot hardware, software, and network issues.
• Diagnose and resolve IT problems efficiently following procedures.
• Explain technical issues clearly to users with varying tech levels.
• Install, configure, and maintain computer systems, software, and network devices.
• Document issues, solutions, and resolutions clearly for future reference.
• Proactively monitor IT systems to prevent problems.
• Maintain knowledge of current IT trends and best practices.

Skills

IT Support

Healthcare workflows

Troubleshooting

Windows OS

Networking

Communication

Teamwork

Education

Bachelor's degree in Information Technology, Computer Science, or equivalent experience

Tools

Jira

Remote Support Tools

Job description

We are seeking a dedicated and experienced Senior IT/Product Support Specialist to join our healthcare-focused technology team. As a Senior Specialist in the healthcare industry, you will be an integral part of supporting cutting-edge software solutions that contribute to improving patient care, streamlining healthcare operations, and ensuring data security and compliance. Your work will directly impact the delivery of high-quality healthcare services to patients and providers.

Responsibilities

• Respond to user inquiries and troubleshoot technical support requests related to hardware, software, and network issues.
• Diagnose and resolve a variety of IT problems efficiently and accurately, following established procedures.
• Provide clear and concise explanations and solutions to technical problems to users with varying levels of technical expertise.
• Install, configure, and maintain computer systems, peripherals, software applications, and network devices.
• Document technical issues, solutions, and resolutions in a clear and concise manner for future reference.
• Proactively monitor and maintain IT systems to identify and prevent potential problems.
• Maintain knowledge of current IT trends and best practices.
• May provide end-user training on new software applications and technologies.
• Participate in the development and implementation of IT policies and procedures.
• Provide tier one and two support for our internally developed EHR software.
• Provide end-user training.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
• A minimum of 4 years of experience in a technical support or quality assurance role.
• Strong understanding of Healthcare processes and workflows.
• Strong understanding of hardware, software, and networking concepts.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills, with the ability to explain complex technical issues in a clear and concise manner.
• Ability to work independently and as part of a team.
• Excellent customer service skills and a commitment to providing exceptional support.
• Proficiency in Microsoft Windows operating systems.
• Working knowledge of additional operating systems (e.g., MacOS, Linux) a plus.
• Experience with Microsoft 365 administration, tuning, and troubleshooting a plus.
• Experience with a ticketing system (Jira) and remote support tools.