Description
(Remote) Technical Support Consultant
Aim of the job
To solve all
incidents at our customers on a timely manner or escalate incidents to problem
management and provide technical consultancy.
Remote Support Consultants also help bring value to customers by delivering
on an extended service portfolio via proactive services, performance assurance,
and extended service windows.
Key Areas of Responsibility
Customer support process
·
Call
acceptance and determine the support level rights of a customer.
·
Analyse
customer events and determine if it is a incident or problem.
·
Solving
customer incidents remotely
·
Determine
if site delivery managers or application consultant needs to go onsite for
event analyses or incident solving
·
Timely
escalation of incidents to second line support, to assure that events are
solved within the SLA time frame.
·
Provide
regular feedback on event status of severity level 1, 2 , 3 and 4 to customer
or client service manager.
·
Monitoring
if events forwarded to third party are solved within the agreed SLA with the
vendor, incase needed escalate to client service manager.
·
Closing
of events
·
Remote
monitoring of customer solutions if part of the service contract
·
Provide
pro-active remote support and system management if part of the service contract
·
Remote
installation and testing of hotfixes, updates and upgrades & logging of
customer change request
Other main activities
Order realization process
·
Support client
service manager in preparation of the service desk for a customer.
·
Support project
manager during the go live process, in providing the remote support.
Customer support
·
Support level 2 &
3 support in solving problems
·
Support client
service manager in creating the monthly customer statistics and management
report
Education & Experience
·
Bachelor degree in
ICT
·
Certified in MS
Server, Client, SQL
·
Certified in Oracle
database administrator
·
Certified in Cisco
Network, Design associate/professional
·
Experience in HL7,
DICOM, IHE.
·
Experience of
Healthcare IT
·
2 years experience in
a remote support desk