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Technical Support Analyst

2.00 to 10.00 Years   Bangalore   24 Sep, 2020
Philips
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryManufacturing
Functional AreaTechnical Support / Helpdesk,General / Other Software
EmploymentTypeFull-time

Job Description

nullTechnical Support EngineerPhilips Connected Care Informatics (CCI) Business team develops & delivers software solutions to manage clinical and operational workflows for healthcare customers across several countries. These solutions include Electronic Medical Records (primary & tertiary care), Hospital Information Systems, Hospital ERP, Command Center & Analytics for Hospitals, Intensive Care Unit systems, Telehealth, and interoperability systems & services. . As Technical Support Engineer, you will be part of that innovative CCI Support team and will specifically contribute to the growth of our CCI Support business. The focus of this role is on working on Remote and Pro-active Support on global installed product. This all in line with our goal which is to ensure that our customers can deliver excellent care to their patients at any timeFor this, as Technical Support Engineer you will be responsible to maintain and support the production environment. Within our global network, you will have the opportunity to be working with colleagues from all over the world within BUs and Markets, people that are as passionate about what they do, as you are!Position Description- Technical Support Engineer1Role DescriptionProvide Level 2 product support to Philips Informatics Systems.2Responsibilities

  • Provide 8 x 5 technical customer support during standard work week
  • Assist Manager with facilitating Product-specific escalations
  • Assist Manager with Customer Complaint Management and Resolution
  • Participate in Product line cross-functional collaboration
  • Facilitate inter-departmental communications as needed
  • Participate in 24 x7 off-hours/weekend support rotation as needed.
  • Provide Level 2 support for customer inquiries and issues through Services Orders.
  • Provide customer with courteous, responsive and professional image of Philips.
  • Analyze, evaluate and work to resolve customer inquiries and issues.
  • Assist in identifying technical problems by researching customized environments
  • Assist in identifying tools & solutions to better troubleshoot technical problems.
  • Assist with Tier 3 and Tier 4 escalation and resolution.
  • Facilitate communication of issues/resolution to customers & appropriate internal staff.
  • Provide customers with timely and regular feedback on customer reported issues.
  • Manage customer configuration and other detail necessary to provide timely support.
  • Provide support to remote software upgrades/updates on the customer s hardware.
  • Identify and develop knowledge base articles derived from troubleshooting efforts.
  • Identify product problem areas and provide detailed documentation of the issue.
  • Assist with troubleshooting documentation to better facilitate on-site Level1 support.
  • Additional tasks as needed aimed at promoting comprehensive customer support.
3Qualifications
  • Associates or bachelor s degree in a technical field or equivalent experience.
  • Minimum of 2 years in network management experience: routers, switches, firewall configuration, etc.
  • Minimum of 2 years in Production Server Management experience; Disk/drive layouts, performance, troubleshooting, etc
  • Experience: 4-10 years
  • Familiarization with OS Windows 2012 and higher;
  • Familiarization with VMWare or equivalent platform
  • Familiarization with SQL (tables, scripts, console, etc.)
  • Experience with any DBMS systems i.e. SQL or Oracle
  • Able to demonstrate strong written communication skills.
  • Clear dialect and speaking manner for clinical or technical application.
  • Good organization skills for high-paced environment.
  • Familiarization with Help Desk and ticketing systems.
  • Familiarization with escalation matrix
  • Clinical or healthcare experience will be desirable
  • Self-motivated
,

Keyskills :
technical supportactive directorytroubleshootingcustomer relationsslahospital information systemsstandard workintensive carecommand centerknowledge baseproduct supportmedical recordscustomer support

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