Senior Field Support Engineer (PACS/RIS/Enterprise Imaging)

Job description

Senior Field Support Engineer Role Overview The Senior Field Support Engineer is responsible for managing and supporting customers within the assigned region by providing remote and on-site hardware and software support, as well as participating in system implementation and ongoing project activities for the employer HealthCare solutions. This role provides daily service and technical support for the employer and third party systems, ensuring high system availability, performance and customer satisfaction. The position plays a key role in promoting the employer's service offerings while continuously improving systems, internal processes and service quality. Key Responsibilities • Perform installation, corrective and preventive maintenance for the employer and trained OEM products • Provide remote and on-site technical support to ensure maximum system uptime • Strong knowledge of healthcare integration standards (HL7, DICOM, IHE) • Apply hardware, storage, virtualization, and system administration skills • Diagnose, troubleshoot and resolve complex hardware and software issues • Interact with hospital IT teams, system administrators, end users, vendors and internal support teams • Perform system upgrades, patches, performance tuning and maintenance Routine • Analyze system defects and apply fixes, workarounds or permanent solutions • Manage technical escalations, ensuring timely communication with customers and management • Maintain accurate and timely service documentation and track issues • Negotiate satisfactory solutions with stakeholders at all levels (technicians, radiologists, physicists and management) • Ensure compliance with technical standards The quality and best technical practices and procedures of the employer • Meeting customer requirements in line with SLA • Staying up to date with the employer HealthCare products, solutions and technologies • More than 5 years of experience in the role of technical customer support • Proven experience in supporting mission-critical IT systems • PACS, RIS, and Enterprise Imaging solutions greatly favor the skills and competencies required • Strong knowledge of: • Network Concepts • Operating Systems (Linux and Windows) • Databases (Oracle and SQL) • Information Technology Security Principles • Experience with the employer solutions or similar PACS/RIS/EI platforms • Analytical and Exploration Skills Excellent problem-solving • Strong oral, written and personal communication skills • Time management skills and proven organizational skills • Ability to adapt to change and manage multiple priorities • Strong customer service orientation with internal and external stakeholders • Strong understanding of: • Technical services processes • Healthcare IT environments • Product life cycle and deployments • Travel readiness of 30-50%, depending on your usage needs. Location: Riyadh, Saudi Arabia. Travel flexibility in the Middle East

Requirements

• · Experience installing and maintaining the employer and trained OEM products · Strong knowledge of healthcare integration standards (HL7, DICOM, IHE) · Skills in hardware, storage, virtualization and system administration · Ability to diagnose and resolve complex hardware and software issues · Experience with system upgrades, patches, performance tuning and routine maintenance · Communication and negotiation skills with IT teams, end users and management

Skills