Remote Support Engineer

Agfa HealthCare designs, develops and delivers state-of-the-art systems for capturing, managing and processing diagnostic images and clinical/administrative information for hospitals and healthcare facilities, as well as contrast media solutions to enable effective medical imaging results. 

We are currently looking for a Technical Specialist Remote Support , who will be responsible for the ownership and 2nd line resolution of Incidents and Service Requests for Agfa HealthCare’s UK and Ireland customer base. 

Location: Leeds, UK

Scope of duties:

• Triage newly logged Incidents and Service Requests to ensure a prompt and accurate line of investigation
• Take ownership of Incidents and Service Requests, and prioritize your own workload with a continual focus on customers SLAs, ensuring Incidents are resolved within SLA
• Lead, diagnose and troubleshoot 2nd line Incidents and Service Requests
• Escalate Incidents, as needed, on behalf of the customer to appropriate technical resources, coordinating global interaction between other Regional Support members, Global Support Network (GSN), Problem Management and third party vendors
• Perform root cause analysis on high priority Incidents and document recommendations to prevent reoccurrences
• Recommend service and product improvements to transform the Service from a reactive to a proactive approach (GRIP, PMBC)
• Attend Agfa product training, underlying technologies courses and maintain an expert working knowledge of our current and future products and solutions
• Maintain awareness of ITIL/ISO20000 Ticket Initiation, Incident Management and Service Request processes

Requirements:

• At least 2 years in a customer service application support role
• Strong knowledge on server operating systems (Windows Server OR Unix). Certification is preferred
• Strong knowledge of supporting and utilizing databases (Microsoft SQL OR Oracle). Certification is preferred.
• Excellent analytical skills. Good attention to detail.
• Strong inter-personal skills with ability to communicate effectively at all levels
• Good team player
• Superior multitasking skills and resilience
• Ability to work in a fast paced, high pressure environment
• Demonstrate resourcefulness, initiative and determination to see problems and issues through resolution
• Strong communications skills (oral/written) to interact effectively and professionally with both internal and external customers

We offer :

A permanent position in a multi-disciplinary and multi-cultural team in a challenging and international environment.
Opportunities to learn & grow, to make a difference and contribute to the next generation of AGFA products.

We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package.

If you want to be part of this experience, we’ll take you there!