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

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

IT Customer Support Lead

Key skills