IT Customer Support Lead (PACS / RIS / VNA)

About the role

Agfa HealthCare is looking for an IT Customer Support Lead for its Middle East region, based in Dubai. The role covers on-site and remote customer-facing support for Agfa's enterprise imaging solutions (PACS, RIS and VNA), combining strong technical and application knowledge with close customer relationships and full ownership of site incidents to meet SLAs.

Key responsibilities

• Develop and maintain customer service relationships.
• Carry out regular customer site visits, manage active cases, give feedback on high-priority incidents and raise systems concerns on site.
• Own site cases and troubleshoot issues through to resolution.
• Liaise with other Agfa support teams and third-party suppliers to maintain services and resolve issues.
• Attend customer meetings to review capacity reports and end-of-life solutions and environments.
• Take control of service situations, including initiating escalations, and follow through to customer satisfaction.
• Provide root cause analysis and improvement recommendations for Priority 1 and 2 incidents.
• Drive additional service requests in close collaboration with customers.

Required profile

• Tertiary qualification in Engineering, Computer Science and/or IT, or at least 3-4 years of relevant work experience.
• Minimum 3-4 years of technical support experience for clients in a complex, multi-platform software environment within healthcare.
• Experience in an ITIL-disciplined environment (preferred).

Required skills

• Operating systems: Linux and Windows.
• VMware and networking.
• Security patching across OS and application levels.
• DICOM, HL7 and hospital workflows (preferred).
• Databases (SQL/Oracle) and storage solutions (preferred).
• Strong interpersonal, communication and problem-resolution skills.

What we offer

• A career in a field that impacts lives, with a talented and committed team.
• Training and career development programs.
• A competitive compensation and benefits package.