Philips International | Technical Support Specialist - Healthcare Informatics

Technical Support Specialist - Healthcare Informatics Apply locations Singapore time type Full time posted on Posted 3 Days Ago job requisition id 506805 Job Description Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow. In this role, you have the opportunity to focus on delivering excellent healthcare informatics product service support expertise to customers and being there for customers when they need us most. The Technical Support Specialist – Healthcare Informatics is responsible for providing service support expertise to customers, ensuring high customer satisfaction. Activities include resolution of incidents, problems, and service requests raised by customers (internal or external). Key Responsibilities: Manage and maintain effective communication with customers in relation to logged service requests. Manage effective communication with internal and external cross-functional teams. Effectively utilize service tools for logging, triage, and classification of cases in line with published work instructions, leading to resolution – remotely or onsite. Monitor cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved. Negotiate and prioritize case load with the Service Delivery Manager and/or support team members. Work on root cause analysis of the incident when needed and collaborate with the Problem management team or Subject Matter Expert for further analysis. Participate in weekly rotating on-call responsibilities, providing 24/7 coverage. Work with the team to perform preventive maintenance. Participate and contribute in cross-functional teams as an active member. Scoping, designing, building, deploying, and/or integrating solutions. Analyze unique business, technical, and clinical customer requirements to design, build, and/or integrate the most appropriate solution. Document solutions to ensure support teams and other consultants can participate in support and onward development. Practice strong configuration management and version control. Resolve technical issues and offer proactive technical support. Meet project milestones and timelines for tasks/activities that have been assigned. Participate in project deployment and associated activities which may require working beyond business hours. To succeed in this role, you’ll need a customer-first attitude and the following: Bachelor's Degree or Diploma in Information Technology or Computer Science. 1-3 years experience in IT Implementation, Networking, Infrastructure Support, and/or Technical Support. Windows Server Administration experience preferred. Knowledge of Oracle database, VMware, Hyper-V, Windows Server application, and network technologies preferred. Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution. Proven ability to solve problems systematically and effectively, ensuring high customer satisfaction. Self-driven, independent, humble, willingness to learn and team-spirited with learning aptitude. Able to write client-side scripts like PowerShell, batch, etc. preferred. Why should you join Philips? Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. #J-18808-Ljbffr