Provide hands-on technical support, system maintenance, troubleshooting, and issue resolution in accordance with agreed service levels.
Collaborate with the customer’s technical and operational teams to ensure optimal system performance, service continuity, and compliance with contractual obligations.
Escalate problems to 2nd and 3rd tier support when necessary.
Perform preventive/corrective maintenance on equipment.
Assist internal and external customers on-site and remotely on technical questions and issues.
Identify opportunities for up-selling Agfa Services and Products and pass on up-selling opportunities to sales as required.

2-5 years previous work experience in a technical customer support role in a healthcare/hospital or IT environment
1-2 years of experience in RIS/PACs are an advantage
Experience interfacing with both internal team members and external customers as part of a solution based service process.
Experience troubleshooting and responding to customer concerns.
Excellent analytical and communication skills with the ability to communicate complex technical issues in an easy to understand manner with both internal and external customers
Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customers
Good knowledge of IT solutions, ideally in a healthcare IT environment
Experience in providing IT helpdesk services and knowledge of networks, hardware, operating systems, VMware, remote connectivity and security
Good knowledge of Oracle and MS SQL databases
Knowledge of healthcare standards (e.g. DICOM, HL7) is an asset
You have superior multitasking skills and are stress resistant
Fluent in written and spoken English, additional language skills are an asset.

Resident Engineer – PACS, RIS, VNA

Key skills