IT Support Specialist (Help Line)

Job Summary

This position will be providing support to IT applications related to the Diagnostics sector in Clinical Analysis Laboratories. The candidate will hold excellent communication skills (both verbal and written) due to its relationship with different profiles, mainly in the tech field, but also in commercial and clinical specialists and managers. The support will be mostly via telephone and through remote access SW.

He or she will be integrated into a very communicative team of Clinical and IT Specialists, who develop professionally with continuous and qualified training in very specific products developed within our organization.

Key Accountabilities

• Be accountable for solving customer incidents in due time and fulfilling customer expectations.
• Act autonomously and escalate any situation that may impact customer expectations.
• Maintain assertive and healthy communication with customers and co-workers.
• Maintain himself updated in his technical knowledge and skills.
• Maintain himself updated in his knowledge of processes and tools defined by HelpLine Department and the company.
• Know and follow the ethic code of the company.

Networking/Key relationships

• This position requires cooperating with different company departments and Business Units. It is necessary and critical being up to date in many products and processes due to HelpLine support several key lines. Sales, SW, Product Manager, Quality Assurance, Regulatory, Operations or Logistics.
• Mainly with customers, IT staff, Lab Technicians, Doctors or any other profile related with Laboratories.
• IT Werfen Consultants in Portugal.
• Sales staff and Key Account Managers.
• Product Managers, Product Support and development team.

Minimum Knowledge & Experience required for the position:

Must be a Graduate / Bachelor’s Degree in one of the following: Information and Technology, Computer Science, Telecommunications or similar.

Specific knowledge in Laboratory Information Systems (LIS) with demonstrated 5 years experience within similar role.

Technical Knowledge required for the position:

• Former studies as a Technical IT background or bachelor’s degree in IT environment.
• Excellent computer skills as a Network and Systems Administrator.
• SQL knowledge and Database Administration experience.
• Must be familiar with Virtualized Environments (VMware or others).
• Basic knowledge in messaging analysis.
• Basic knowledge in LOG files interpretation.
• Should provide excellent phone skills while cases resolution.
• Experience in Ticketing systems and cases resolution support.
• Knowledge in Application Servers WildFly, JBoss, OC4J.
• Knowledge in HL7 and ASTM message systems.
• Experience in LINUX Operating Systems.

Skills & Capabilities:

• Perfect command of Portuguese.
• Basic communication using English and Spanish.
• Telephone and Customer Support skills.
• Must be autonomous, have initiative and very responsible to carry out tasks under its own responsibility.
• Teamwork and communication capabilities.
• Accustomed to solving problems in a short space of time, maintaining control and strong analytical skills.
• Must be a moderately extroverted profile, optimistic and enthusiastic.
• Medium / high emotional stability, with a reliable self-esteem.

Travel requirements:

Possibility of travelling 20-30% of time, mainly in Portugal and Spain.