IT Customer Support Lead

Agfa-Gevaert Group

A Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance.

Job Duties & Accountabilities:

• Develop and maintain customer service relationships
• Executing regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.
• Ownership of site cases, troubleshooting issues through to resolution.
• Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.
• Attend all relevant meetings with a customer to review, capacity reports and end of life solutions and environments.
• Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites
• Provide root cause analysis and improvement recommendations for priority 1 and 2 Incidents.
• Drive additional service requests working closely with customers to deliver optimal service.

Technical:

• Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.

Experience:

General

• Minimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).
• Strong knowledge of operating systems including Linux and Windows
• Knowledge of VMware and networking.
• Understanding of security patching across operating system and application levels.
• Knowledge of DICOM, HL7 and hospital workflows (preferred).
• Experience with databases (SQL/Oracle) (preferred).
• Experience with storage solutions (preferred).
• Experience of working within an ITIL disciplined environment.

Specific Skills:

• Strong interpersonal skills and customer service focus.
• Excellent communication skills (verbal and written).
• Positive attitude, proactive, self-starter, both action and results oriented.
• Well-developed analytical, diagnostic and problem resolution skills.
• A strong team player, maintaining a high level of quality in a challenging environment.
• Continuous learning orientation; keeping aware of new and emerging technologies.