For the region Middle East Agfa HealthCare is currently looking for a IT Customer Support Lead. Our focus is 100% on providing best-of-suite Enterprise Imaging solutions (PACS/ RIS) that enable secure, effective and sustainable imaging data management, to 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 our customers to achieve their clinical, operational and business strategies. A Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance. Job Duties & Accountabilities: <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Develop and maintain customer service relationships</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Executing regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Ownership of site cases, troubleshooting issues through to resolution.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Attend all relevant meetings with a customer to review, capacity reports and end of life solutions and environments.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Provide root cause analysis and improvement recommendations for priority 1 and 2 Incidents.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Drive additional service requests working closely with customers to deliver optimal service.</li> </ul> Profile description: Technical: <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.</li> </ul> Experience: General <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Minimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Strong knowledge of operating systems including Linux and Windows</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Knowledge of VMware and networking.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Understanding of security patching across operating system and application levels.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Knowledge of DICOM, HL7 and hospital workflows (preferred).</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Experience with databases (SQL/Oracle) (preferred).</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Experience with storage solutions (preferred).</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Experience of working within an ITIL disciplined environment.</li> </ul> Specific Skills: <ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Strong interpersonal skills and customer service focus.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Excellent communication skills (verbal and written).</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Positive attitude, proactive, self-starter, both action and results oriented.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Well-developed analytical, diagnostic and problem resolution skills.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">A strong team player, maintaining a high level of quality in a challenging environment.</li> <li style="margin:0.0cm 0.0cm 0.0cm 32.4px;line-height:normal;font-size:11.0pt;font-family:Calibri, sans-serif;text-indent:0.4px">Continuous learning orientation; keeping aware of new and emerging technologies.</li> </ul> Location: Saudi Arabia, Egypt or Dubai We offer: 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!

IT Customer Support Lead (Riyadh, SA) @ AGFA NV

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