About the Role / About the Job
For the region Middle East, we are currently looking for an 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. The Customer Support Lead is tasked with executing on-site and remote customer-facing support across the full range of the company's provided IT Enterprise Imaging solutions (PACS/RIS/VNA). A solid technical and application knowledge is essential, alongside the ability to build strong relationships with customers. Site ownership and management of problematic incidents are crucial for ensuring full SLA compliance.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Location: Dubai, UAE
Job Duties & Accountabilities:
- Develop and maintain customer service relationships.
- Execute regular customer site visits, managing active cases, providing feedback on recent high-priority incidents, and raising any systems concerns on site.
- Take ownership of site cases, troubleshooting issues through to resolution.
- Liaise with other company Support Teams and third-party suppliers to maintain services and resolve customer issues.
- Attend relevant meetings with customers to review capacity reports and discuss end-of-life solutions and environments.
- Possess the capacity to take control of service situations, including initiating escalation procedures and ensuring customer satisfaction at allocated sites.
- Provide root cause analysis and improvement recommendations for priority 1 and 2 incidents.
- Drive additional service requests, working closely with customers to deliver optimal service.
Profile Description:
Technical:
- Tertiary qualifications in Engineering, Computer Science, and/or IT (or) at least 3-4 years of relevant work experience.
Experience:
General
- Minimum 3-4 years of experience providing technical support to clients within complex, multiple-platform software environments (preferably within healthcare).
- Strong knowledge of operating systems including Linux and Windows.
- Knowledge of VMware and networking.
- Understanding of security patching across operating system and application levels.
- Knowledge of DICOM, HL7, and hospital workflows (preferred).
- Experience with databases (SQL/Oracle) (preferred).
- Familiarity with storage solutions (preferred).
- Previous experience working within an ITIL disciplined environment.
Specific Skills:
- Strong interpersonal skills and a customer service focus.
- Excellent communication skills (verbal and written).
- Positive attitude, proactive, self-starter, action-oriented, and results-focused.
- Well-developed analytical, diagnostic, and problem resolution skills.
- A strong team player, maintaining a high level of quality in a challenging environment.
- Continuous learning orientation, keeping aware of new and emerging technologies.
We Offer:
A rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team, training and career development programs, and a competitive compensation and benefits package.
