IT Support Specialist

Position Summary

Under the direction of the Technical Support Manager, implement the software of clinical applications in laboratories and hospitals, train Sales Representatives, service specialists, field service engineer as well as customer end-users, customer IT groups and LIS/HIS vendors. Assists Sales representatives as needed in establishing correct IT requirements and configurations for potential and existing customers.

Key Accountabilities:
• Candidate must be able to assume lead technical role in a Healthcare environment for go live implementations, installations, and upgrades as it related to the company’s software applications and their functionalities.
• Provides pre-sales consulting information for company’s software applications and implementation for Sales Team and all end-user groups prior to order submission and order is placed.
• Responsible for escalated customer support for the Clinical IT products.
• Acts as a first level of support for issues and projects involving company’s software applications.
• Identify and resolve issues affecting network performance and security working closely with the institution’s IT department.
• Troubleshooting issues, making configuration changes related to customer’s intended or requested workflow, and reviewing application logs before escalating issue onto WW International support.
• Available for travel to customer locations to implement and troubleshoot issues related to IT products.
• Available for travel to customer locations to provide consultative services for end-users relative to functionality of company’s applications software, necessary IT requirements for adequate system performance, as well as what the implementation process requires.
• Complies with all ISO 9000 mandated policies, procedures, instructions and records.
• Other duties and responsibilities as assigned by the leadership team.

Internal Networking/Key relationships
FSE, helpline, sales, application specialist, marketing

Skills & Capabilities:
• Degree in Information Technology is a must.
• Minimum of 1-3 years’ experience with IT is a must.
• 1-3 years’ experience in IT for the Health Care market is highly desirable.

Areas of expertise:
• Good knowledge of administration and maintenance of servers and workstations in both, hardware, and software areas
• Good Knowledge of Windows
• Good knowledge on networking (wiring, HUB, Switch, DNS//DHCP, firewall solutions, network diagnostics...)
• Knowledge of relational databases and SQL queries
• Knowledge of ASTM and HL7 communication protocols
• Knowledge of Linux would be a plus
• Knowledge of automation lines in laboratory environments would be a plus

Other, additional Skills & Capabilities:
• The candidate must be available to travel throughout Oceania territory as needed
• Desired excellent communication skills and fluency in English
• Be self-motivated, take initiative and be willing to lead technical presentations and discussions with end-users
• Proven customer-orientated background and the ability to work in a fast-paced environment

International Mobility:
• Required: No

Travel requirements:
30% of time