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    Field Support Officer - Manila, Pilipinas - Getz Clinical

    Getz Clinical
    Getz Clinical Manila, Pilipinas

    6 araw ang nakalipas

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    Paglalarawan

    Getz Clinical require a Mid-Level Field Support Officer for The Philippines.

    This role requires the applicant to provide customer support via a Helpdesk system and also to attend hospital sites where requested. This job is a hybrid of work from home, and site attendance. Ability to travel and excellent customer service skills are a must.

    Responsibilities

    • Actively uses the Helpdesk system for request management – taking full ownership on assigned jobs
    • Engage with customer request by phone, email, chat or face-to-face
    • Resolve support requests within SLA limits. SLAs are stored in the Helpdesk system
    • Support the Pre-Sales and Implementation Manager and the implementation team members in all direct and indirect implementation tasks.
    • Take ownership and lead Implementation Planning Studies (IPS) through site visits, thorough documentation of all findings, providing input on out of scope work that may be required for a successful customer implementation.
    • Provide early life system support to both clinical and technical product users in a professional manner.
    • Can use problem solving skills to investigate application and configuration issues raised by a customer support request.
    • Works collaboratively with Customers to resolve application and configuration issues raised by a customer support request.
    • Ensure all requests for support are responded to and actioned according to agreed procedures.
    • Diagnose faults through the reproduction of the identified issue.
    • Ability to collaborate with the Development Team to resolve issues, including requests for logs and backups as required.
    • Collaborates with the Quality Assurance Team for issue resolution verification
    • Participates in stock control and auditing as required
    • Provides support to internal customers for hardware, software, networking, and internet issues as notified through the Helpdesk system.
    • Participates in the on-call roster to provide 24/7 support to Getz Clinical customers both internal and external.
    • Participates in, and contributes to, the commissioning and decommissioning of hardware at customer sites
    • Undertake travel to customer sites to perform support duties, primarily within the country you are employed, however there may be the need to undertake international travel if required.
    • Participates in implementation activities and tasks as required by the Implementation Project Manager following approval to do so from your line manager.
    • Ensure all record keeping is current and accurate as an important part of the role, and ensure satisfactory updates to task logs, and completion of documentation to meet agreed processes and procedures.
    • Behave in a respectful, and professional manner when interacting with all customers both internal and external.
    • Contribute to process improvement
    • Contribute to team development through participation in group planning, scrum, team meetings, and through peer support.
    • Undertake other duties commensurate with the nature and level of the role, if required.
    • Actively learn and understand the principles, policies and processes implemented for ISO 9001:2015, ISO 13485, and ISO 27001:2013.
    • Actively uphold and abide by the principles, policies and processes implemented for ISO9001:2015, ISO13485, and ISO27001:2013 as these regulatory standards form the foundation for quality management, and security management for the business.

    Qualifications

    • Bachelor of Computer Science or Bachelor of Engineering (BEng) in Computer Science or demonstrable practical experience
    • 3 – 5 years in a customer facing Level 2/3 role AND an IT related qualification
    • ITIL certification highly desired
    • Experience in healthcare IT or Biomedical is highly desired
    • Excellent working knowledge of current Microsoft Windows OS/Windows Server systems and SQL database environments
    • Hands on experience in computer system troubleshooting and problem-solving
    • Understanding of network devices and protocols
    • A basic understanding of cloud platforms. AWS will be looked on favourably
    • Ability to successfully manage multiple customers and assist with implementation projects simultaneously
    • Ability to participate in a rotating on-call support roster throughout the year
    • High-level communication skills, including written, verbal and listening (English is essential, multilingual will be highly valued)
    • High level of organisational and time management skills
    • Attention to detail and good analytic skills
    • Extensive experience in the Microsoft 365, Azure and Microsoft operating systems (Win 10/11)
    • Personal qualities:

    integrity

    credibility

    positive attitude under pressure

    willing to learn from and to share knowledge and experience as part of a team

    a commitment to the mission of Getz Clinical

    professional and presentable to Customers

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