IT Support

Pracyva; Polska; À distance; PLN 60 000 - 78 000; Plein temps

Résumé du poste

Pracyva is seeking a Customer Success Engineer to support healthcare IT solutions from Poland. You will be the primary contact for users, troubleshoot issues, and collaborate with cross-functional teams to ensure high service quality.

The role involves rotating shifts to align with UK time, occasional on-call rotations, and close coordination with IT, Product, and Engineering teams. A strong IT and healthcare background with excellent communication is essential.

Qualifications

• Bachelor’s degree or equivalent experience in IT/Healthcare Informatics.
• Proven IT support experience, preferably in healthcare.
• Strong customer relationship and call center support skills.
• Solid Windows and Linux system knowledge and server experience.

Responsabilités

• Provide first- and second-level support for healthcare IT systems; troubleshoot issues.
• Respond to user inquiries via phone, email, and tickets.
• Triage tickets and assign to product/functional teams in rotating schedule.
• Collaborate with IT, Product, and Engineering to resolve complex issues.
• Maintain detailed incident records in the ticketing system.
• Assist with system updates, installations, and onboarding.
• Contribute to improving support processes and knowledge base.
• Ensure compliance with IT policies and regulatory standards.
• Support key customers and maintain relationships with updates.

Connaissances

IT support

Healthcare IT

Customer relations

Linux

Windows Server

ITIL

Communication

On-call rotations

Formation

Bachelor’s degree in IT/Healthcare Informatics or related field

Description du poste

Remote: Poland

Contract/B2B

Window of operation (UK Time)

• Initially You will work with the rest of the team in regular shift (8am to 5pm-UK Time).
• Once the client is confident and see that you can handled issue by yourself, client may move you to 12pm to 9pm shift-UK Time.
• Client also plans to roster the shift over the weekend doing a regular shift (8am to 5pm-UK time).

About the job

Are you passionate about supporting healthcare IT solutions and ensuring that clinical and operational teams can rely on their systems every day? As a Customer Success Engineer, you will be the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. You’ll work closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve our support processes.

Responsibilities:

• Provide first- and second-level support for healthcare IT systems, including troubleshooting and resolving technical issues.
• Respond to user inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.
• Collaborate with IT, Product, and Engineering teams to upscale and resolve complex issues.
• Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
• Assist with system updates, installations, and user onboarding for new software and hardware.
• Contribute to the continuous improvement of support processes and knowledge base.
• Ensure compliance with regulatory standards and internal IT policies.
• Support key customers and maintain positive relationships, providing updates and guidance as needed.

Skills, education and experience:

• Bachelor’s degree in IT, Healthcare Informatics, or related field (or equivalent experience)
• Proven IT support experience, preferably in healthcare or clinical environments
• Strong customer relationship and call center support skills
• Strong IT, networking, and general computer skills
• Solid understanding and hands‑on experience with PC and server hardware platforms and command lines on Linux and Windows
• Experience troubleshooting complex applications and software products
• Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration
• Familiarity with healthcare IT systems, including EMR and clinical software
• Experience with ticketing systems and ITIL‑based support processes
• Knowledge of archival and storage media
• Excellent troubleshooting, diagnostic, and analytical skills
• Strong written and verbal communication skills
• Ability to manage multiple tasks, work under pressure, and collaborate across teams
• Flexibility to work varied hours and participate in on-call rotations