
Customer Support IT Specialist
3 days ago
About Our Client
We are looking for a Customer Support IT Specialist for our client who manufactures laboratory healthcare equipment.
Job Description
- Provide direct support to both internal and external customers, operators, and end users: helping set up hardware or software, troubleshooting and diagnosing connectivity/data access problems, answering questions about hardware or software.
- Support/perform pre-site installation inspections, workflow analysis, design, coordinate, and project manage installations.
- Support/perform software-related installation and configure software in equipment and associated peripherals.
- Training and coaching FSE, distributor FSE, customers, and providing expert knowledge to their IT departments on configuration, operation maintenance, and first line troubleshooting of the instruments/machines/equipment and associated automation IT infrastructure.
- Coordination and implementation of interfaces between equipment, automation, associated peripherals, and customers' IT information systems.
- Supporting customers in improving their equipment and automation information management procedures and processes to ensure uninterrupted operation/function and up-time.
- Support mandatory and optional software and firmware patches, upgrades, and retrofit pushes via remote E-Service.
- Act as technical liaison and advisor to METER customer service teams, distributors, customers, and their other vendors' IT departments.
- Keep stakeholders informed/updated.
- Communicating with and briefing the customer, keeping them updated at all times.
- Escalates IT incidents when needed to the next service levels or requests additional assistance from specialists and provides the necessary follow-up to ensure the problem has been resolved to the customer's satisfaction.
- Support rolling out new proactive IT service tools and processes.
The Successful Applicant
- Higher education in information technologies (MSc, Masters), a minimum of 3 years of experience in the field of IT services.
- Extensive understanding and experience of hospital workflow design and analysis.
- IT skills, ability to perform software updates and parameter and basic LIS configurations, validation and verification of Internet Protocol, Wireless Modems/Routers, Cloud systems and services, Cyber Security.
- Experience in developing languages such as VC++, Delphi, C#, SQL Server, HTML, UML, XML, JavaScript.
- Specific experience in the cyber security field.
- Ability to convince, influence, and gain support both in the internal networks of the company and with customers.
- Enjoy working in an intercultural and matrix environment with daily interaction with multidisciplinary teams.
- Very good communication skills, a good team spirit, and strong customer orientation.
- Be able to manage priorities and keep commitments.
What's on Offer
- Career progression.
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