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Monitoring Specialist - HealthCare IT Customer Support Operations

Date:  Sep 19, 2022

Waterloo, ON, CA

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).


At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management. 


From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.


The Imaging IT Solutions (IITS) Monitoring Team is located in Waterloo (Ontario, Canada) and cooperates with regional and global support teams.

The IITS Monitoring Specialist provides proactive customer support with the main objective to maintain customer system’s up-time and prevent system/service outages. The position holder troubleshoots, documents and resolves customer monitoring tickets and communicates with involved parties.


This position requires to work rotating shifts to fulfil 24x7 coverage. Afternoon and night shifts will be worked fully remotely and will receive shift premium payment.


Main Responsibilities:


  • Prioritizes, diagnoses and documents technical details for incoming Monitoring Tickets and provides support to prevent incidents and restore service to the customer environments as quickly as possible.
  • Collects information about customer situation and provides accurate, timely and detailed documentation about all actions taken towards a resolution in accordance with standard After Sales processes.
  • Takes ownership and accountability for all assigned Monitoring Tickets driving towards a resolution within SLA/OLA requirements.
  • Communicates technical issues and customer concerns or issues to support team members to facilitate a timely resolution.
  • Provides and documents Monitoring Framework configuration changes  for customer systems, tests new features/releases, and provides input for system enhancements.
  • Establishes, builds and improves customer relationships through the After Sales process.
  • Attends Agfa and 3rd party product training and maintains a working knowledge in focus area.
  • Mentors other Monitoring Specialists or regional support specialists.
  • Based on assignment, shares learning and knowledge activities through various methods for service/support teams.
  • Contributes to customer go-live support and product launch activities.




  • Bachelor’s degree in computer science or IT-related field, or equivalent combination of education and experience


Experience required:


  • Basic knowledge of DB technologies and queries
  • Basic troubleshooting knowledge of Linux, Windows
  • Basic knowledge of Web technologies (web server, certificates)
  • Basic knowledge of Networking (troubleshooting and diagnosing)
  • Strong troubleshooting skills


Nice to have:


  • 1-3 years previous work experience in a technical customer support or system monitoring role in a healthcare or IT environment
  • Knowledge of DICOM / HL7 / Hospital workflow
  • Knowledge of Storage Systems or Backup technologies


Additional skills:


  • Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customers
  • Excellent verbal and written communication skills.
  • Interpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnel.
  • Excellent problem-solving ability.
  • Fluent in written and spoken English.
  • Experience with ITIL Incident Management is an asset.
  • Proven time management, organization and prioritization skills.
  • Enjoy sharing knowledge.



We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and  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!


Agfa Inc. is committed to complying with the Accessibility for Ontarians with Disabilities Act 2005 (AODA) and all of its standards in order to create a barrier-free Ontario.  We will provide necessary accommodation during the recruitment and selection process to all applicants. If you require accommodation as part of the employment application process, please contact


At Agfa HealthCare, we are passionate about creating an inclusive workplace that promotes diversity of Age, Gender, Gender Identity or expression, Race, Sexual Orientation, Physical Ability, Ethnicity, or any other aspect that makes someone unique. The differences among us are our strengths. We are committed to promoting a diverse, equal and inclusive workplace that fully represents the different cultures, viewpoints and backgrounds of our global organization and the world we live in.


Learn more about Agfa HealthCare and follow us on Instagram.

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