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About the job
Location: Mortsel , Belgium (hybrid working, 50% at home and 50% in our office in Mortsel/Antwerp)
Duties
Scope of duties:
- Lead, diagnose and troubleshoot 2nd line Incidents and Service Requests – (50% of your time)
- Accurately record and triage newly reported Incidents and Service Requests to ensure a prompt and accurate line of investigation – (10% of your time)
- Take ownership of Incidents and Service Requests, and prioritise your own workload with a continual focus on customers SLAs, ensuring Incidents are resolved within SLA - (10%)
- Escalate Incidents, as needed, on behalf of the customer to appropriate technical resources, coordinating global interaction between other Regional Support Services, Global Support Network (GSN), Problem Management and third-party vendors. – (5%)
- Perform root cause analysis on high priority Incidents and document recommendations to prevent reoccurrences – (10%)
- Recommend service and product improvements to transform the Service from a reactive to a proactive approach – (5%)
- Attend AGFA HealthCare product training, underlying technologies courses and maintain an expert working knowledge of our current and future products and solutions – (10%)
Requirements:
- IT Diploma or Degree ( qualification by experience accepted)
- Minimum of 2 Years in Customer Service Application Support
- Proven track record in providing high-quality support for customer-facing applications.
- Proficiency in IT Service Management (ITIL)
- Demonstrated experience with ITIL best practices and frameworks for efficient service management.
- Proven ability to manage and implement change within an organization effectively. Experience in Change Management.
- Expertise in Healthcare Imaging Solutions (PACS/RIS)
- Experience with Picture Archiving and Communication Systems (PACS) and Radiology Information Systems (RIS).
- Understanding of DICOM and HL7 Standards.
- Knowledge of operational processes within hospital and radiology environments.
- Experience in Technical Application Support
- Proficient in Server Operating Systems (Windows Server and Linux), certifications are highly desirable.
- Experienced with Database utilisation (Microsoft SQL and Oracle).
- Experience in Applications within virtualized environments (VMware).
- Knowledge of High-Availability systems and Disaster Recovery within critical infrastructure environments.
A permanent position in a multi-disciplinary and multi-cultural team in a challenging and international environment.
Opportunities to learn & grow, to make a difference and contribute to the next generation of AGFA products
We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, committed team of individuals, training and career development programs, and a competitive compensation and benefits package.