Technical Support Specialist

Your role:

• Manage effective communication with users in relation to logged service requests.
• Effectively utilize service tools for the logging, triage, and classification of cases in line with published work instructions.
• Perform preventive maintenance of solution based on standard checklist including but not limited to deployment of fixes / patches and software updates.
• Effectively utilize knowledge tools such as the Technical Publications, Configuration Management Systems and the Known Error Database in case diagnosis and resolution.
• Review all assigned cases to ensure quality data has been provided.
• Monitoring of cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
• Negotiating and prioritizing case load with the Service Delivery Manager/ Technical Account Manager and/or the support teams.
• Maintain ownership of Problems and Critical Incidents and interaction with the incident management team and problem management group in critical case resolution.
• Adhering to Philips processes for Incident, Problem, Change and Release Management.
• Ensuring all support documents are updated as required and manage appropriate sign off.
• Attend site Service meetings as per Service Level Agreement requirements.
• Assist in the implementation of new projects as an active member of a project team and working on deliverables assigned by the project manager.
• Assist in the upgrading of existing customer’s solution.
• Willingness to be based at customer premise as a site engineer and adaptable to be deployed to take on other deliverables within the scope of the role.

You're the right fit if:

• Having general IT background – adequate technical background to understand basic workings and interactions between applications relevant to the area of healthcare IT expertise as utilized in large enterprises.
• Technical skills in Computing Hardware and Software installation and configuration, Microsoft and Oracle software suites & Working knowledge of networks.
• Ability to communicate in English and local Thai language.
• Customer Service acumen & Eagerness to learn and adapt to the situation that is presented.
• Previous Healthcare solution support experienced (preferable).