2nd line resolution of incidents and service requests
Troubleshoot 2nd line incidents and service requests
Prioritise workload with focus on customer slas
Agfa is seeking a Technical Specialist for Remote Support to manage 2nd line incidents and service requests for its healthcare solutions in Northern Europe. The role involves a hybrid work model, combining remote and in-office responsibilities, with a strong emphasis on customer service and IT service management
Job Summary
Responsible for the ownership and 2nd line resolution of Incidents and Service Requests for AGFA HealthCare’s Northern Europe customer base.
Perform root cause analysis on high priority Incidents and document recommendations to prevent reoccurrences.
Attend AGFA HealthCare product training, underlying technologies courses and maintain an expert working knowledge of our current and future products and solutions.
Matching Summary
Match Score: 85
Agfa is seeking a Technical Specialist for Remote Support to manage 2nd line incidents and service requests for its healthcare solutions in Northern Europe. The role involves a hybrid work model, combining remote and in-office responsibilities, with a strong emphasis on customer service and IT service management.
Skills & Requirements
Must-have
2nd line resolution of Incidents and Service Requests
troubleshoot 2nd line Incidents and Service Requests
prioritise workload with focus on customer SLAs
escalate Incidents to appropriate technical resources
root cause analysis on high priority Incidents
recommend service and product improvements
expert working knowledge of products and solutions
Nice-to-have
proactive approach to service
multi-disciplinary and multi-cultural team
challenging and international environment
Key Requirements
IT Diploma or Degree (qualification by experience accepted)
Minimum of 2 Years in Customer Service Application Support
Proficiency in IT Service Management (ITIL)
Experience in Change Management
Expertise in Healthcare Imaging Solutions (PACS/RIS)
Understanding of DICOM and HL7 Standards
Proficient in Server Operating Systems (Windows Server and Linux)
Experienced with Database utilisation (Microsoft SQL and Oracle)
Experience in Applications within virtualized environments (VMware)