MAIN PURPOSE OF ROLE
Consistently prepare, install, upgrade, support, troubleshoot and execute as well as supervising service & support people on all IT relevant projects in related to ADD products and meet customer expectation.
MAIN RESPONSIBILITIES
- Ensures all IT projects are delivered and executed as per Statement of work (SOW) to meet the customer expectation and vision
- Assists in the preparation of statement of work documents, ensures that all relevant information is recorded
- Specifies the appropriate hardware solution for our IT solutions and where appropriate liaises with third party IT hardware providers
- Performs initial workflow analysis prior to onsite deployment activities
- Performs the software installation and configuration (including OS, application and database)
- Delivers structured software application product training to the end user
- Provides comprehensive support for all entire IT solution. Support may be delivered by telephone, remote access or on-site
- Achieves consistent high level of customer satisfaction as measured by NPS
- Supports the sales team to manage all post-sales IT activities and provide expert knowledge
- Maintain and develop new business with existing customers throughout their contract by optimizing our IT products and quality of service
- Use customer contact activities tools and systems, and update relevant information held in these systems
- Supports the commercial procurement process by assisting in the provision of technical information and responses
- Supervise and provide training to Service and Support people in regard with troubleshooting level-1 middleware problem
- Taking care and monitor all existing IM&AMS customers
- Work in a safe and environmentally responsible manner
QUALIFICATIONS
- Bachelor’s degree or equivalent qualification or experience required. Bachelors / Engineering degree in medical / electrical / mechanical or medical technology are preferable.
- 5 years’ experience in servicing and supporting IT solutions in Medical field.
- Medical Technologist background is highly preferred
- 5 years experiences in computer science; information systems; medical technology; or related field.
- Demonstrate strong knowledge of general networking; server technologies/ services; workstation/desktop technology; internet protocols; remote connectivity and Microsoft Windows Server (NT/2000/XP/2k3) skills.
- Areas of knowledge should include virtual server; corporate virus protection products; back-up systems; firewalls; VPN client and tunnel technologies.