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IT Service Engineer

Date:  Sep 8, 2021

Warsaw, PL

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.



As an IT Service Engineer you will be responsible for 1st/2nd line remote support calls for Agfa HealthCare customers in the Direct Export region (Eastern Europe, CIS, Middle East and Africa). You will take part in the deployment of new projects as planned by the project manager and perform technical installations, configurations and customization services of Agfa Healthcare and 3rd party products for our customers in cooperation with your colleagues at Agfa Healthcare.


 As an IT Service Engineer you are responsible for:

  • Provide L1/L2 technical remote support to customers in Direct Export region
  • Configuring, customizing and integrating Agfa solutions components in our customers’ IT infrastructure
  • Provide support to service teams with new product installations and upgrade support of Agfa HealthCare systems.
  • Installing, synchronizing, upgrading and migrating (e.g. databases, operational systems, Agfa Healthcare products and (third party) solutions, …)
  • Diagnosing and troubleshooting complex cases, including high severity or high-profile sites issues
  • Communicating about complex technical issues and customer concerns to other regional or global support team members, translating technical information, results, and proposals back to customers
  • Escalating problems, as needed, on behalf of the customers to appropriate technical resources, coordinating global interaction between our Global Support Network (GSN) staff and third-party vendors
  • Utilizing the escalation process to resolve customer service delivery issues and conducting root cause analysis that will lead to effective problem solving.
  • Identify opportunity for up-selling Agfa services and products and pass on up-selling opportunities to sales as required
  • Keeping up to date on administrative responsibilities such as maintaining customer service logs and internal service records in a timely manner.
  • Meeting applicable regulatory requirements.


What you bring to the table

  • You hold a Bachelor’s Degree in Computer Science, Information Systems or an equivalent combination of education
  • 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 is an advantage
  • 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
  • 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
  • You have superior multitasking skills and are stress resistant
  • Fluent in written and spoken English, additional language skills are an asset.


Location: Agfa HealthCare Poland: homebased (remote) + Warsaw


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! 

Learn more about Agfa HealthCare and follow us Instagram.  


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