Systems Support Specialist

4 days ago

Apply Now

Receive Emails with Similar Jobs

AGFA HealthCare

WebsiteLinkedInAll Job Openings

Know those rare and indescribable moments at work when distractions melt away? You feel like you’re at one with your technology and everything goes just right? At AGFA HealthCare, we call it the flow.

Enterprise Imaging • Imaging IT • Medical Imaging IT

1001 - 5000 employees

📋 Description

• This position is part of the remote technical support team that provides product support to end-user customers, resellers and field technicians. • Participates in uniform resolution across the team. • The remote support technician uses remote diagnostic tools to provide state of the art problem resolution services for all Agfa manufactured, OEM and integrated third party products. • Remote support technicians are responsible for managing problem escalations and working closely with the field technicians to resolve outstanding issues associated with inkjet hardware systems. • Receive and review calls placed to the Frontline team. • Acting on them, accordingly, be it call the customer or advise on part numbers, etc. • Utilize remote diagnostic tools via Team Viewer to provide system takeover services to quickly diagnose and resolve problems remotely. • Perform remote system installation and upgrades using all available remote support technologies. • Maintain proficiencies with all related tools that are required to complete this process. • Complete problem escalations as required and follow through with the field for a full resolution to the customer issue. • Provide low level customer training to assist end-users with the proficient use inkjet equipment and peripherals. • Assist field service engineers with problem resolution through the use of expertise, on-line information, remote diagnostics and equipment specific chats. • Order parts for Preventative Maintenance kits and customers via a schedule or as needed. • Maintain product knowledge via online documentation and support boards. • Contribute to field installation / escalation (20% Travel).

🎯 Requirements

• Bachelor’s degree in Electrical/Mechanical/Industrial Engineering or Printing Management • 5 years experience in the graphic arts industry with solid knowledge of inkjet and workflow systems • Proficient with remote diagnostic and support tools such as TeamViewer, Teams Chats, etc. • Microsoft Certified System Engineer (MCSE) a plus • Experience with industry standard operating systems and related file and print services • Experience applicable hardware configurations that are associated with inkjet and workflow systems. • Knowledge and use of extended software applications that enhance the functionality and use of Agfa developed products. • Solid customer service skills that convey professionalism, technical proficiency and sincerity • Good verbal and written communication skills • Use of SAP business system to open/close support calls and MS Dynamics • Effective project and time management skills • Excellent application skills and knowledge to diagnose and solve system level problems.

🏖️ Benefits

• Dynamic global organization with a history of innovation and strong product portfolio. • Challenging environment combined with a supportive management structure. • Career development and growth. • Competitive salary and benefit package. • Friendly work environment surrounded by dedicated and professional colleagues.