Technical Support Specialist

• Manage effective communication with users in relation to logged service requests.
• Manage effective communication with internal and external cross functional teams.
• Effectively utilise service tools for the logging, triage, and classification of cases in line with published work instructions.
• Effectively utilise Proactive service tools to prevent incidents from occurring.
• Perform preventive maintenance of solution based on standard checklist including but not limited to deployment of fixes / patches and software updates.
• Effectively utilise 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.
• Escalation of cases based upon the published technical processes and defined Operating Level Agreement.
• 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.
• Providing Root Cause Analysis for problems by working with cross functional support and problem management teams.
• Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types.
• 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.
• Supporting reasonable on call responsibilities, including escalation support after hours.
• Ensuring all support documents are updated as required and manage appropriate sign off.
• Create Major Incident Reports for all Severity one incidents.
• Attend site Service meetings as per Service Level Agreement requirements.
• Attend and actively participate in EI Services team meetings.
• 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.

• Technical skills in Computing Hardware and Software installation and configuration
• Technical skills in Microsoft and Oracle software suites
• Working knowledge of networks
• Ability to communicate in English and local language.
• Customer Service acumen
• Eagerness to learn and adapt to the situation that is presented.

• Working knowledge of Healthcare IT services and applications and how they related to key business areas
• Working knowledge of and experience with Implementation, Problem and Change Management processes (preferable)
• Previous Healthcare solution support (preferable)
• Previous Customer facing experience in a complex and demanding service environment
• Demonstrated communication skills at all levels including solution negotiation skills.
• Must be able to maintain composure when faced with very demanding and pressurized situations.
• Must be able to communicate effectively with various key customer stakeholder levels and support staff.
• Must be an excellent written and verbal communicator.
• Must understand and model the principles of quality service delivery.
• Must have the ability to resolve complex issues through analytical thinking.
• Must demonstrate determination in achieving goals.
• Must be a clear and logical thinker. Must be able to see issues from the customers’ perspective. Must be able to negotiate and influence. Must model Philips business values and ethics.

Philips