Agfa HealthCare, a member of the Agfa-Gevaert Group, is a leading global provider of diagnostic imaging and healthcare IT solutions. The company has nearly a century of healthcare experience and has been a pioneer on the healthcare IT market since the early 1990's. Today, Agfa HealthCare designs, develops and delivers state-of-the-art systems for capturing, managing and processing diagnostic images and clinical/administrative information for hospitals and healthcare facilities, as well as contrast media solutions to enable effective medical imaging results. The company has sales offices and agents in over 100 markets worldwide.
Agfa HealthCare has an immediate opening for a Monitoring Specialist for the Imaging IT Solutions (IITS) team in Waterloo, Canada.
The IITS Monitoring Team is located in Waterloo, Ontario and cooperates with regional support teams worldwide.
The IITS Monitoring Specialist provides proactive customer support with the main objective to maintain customer system’s up-time and prevent system/service outages. The position holder troubleshoots, documents and resolves customer monitoring tickets and communicates with involved parties.
Flexible working hours are necessary. Staggered shifts and/or on-call schedules are required to fulfil 24x7 coverage and carry out continuous service levels.
The IITS Monitoring Specialist reports directly to the IITS Monitoring Team Lead
Prioritizes, diagnoses and documents technical details for incoming Monitoring Tickets and provides support to prevent and restore service to the customer environments as quickly as possible.
Collects information about customer situation and provides accurate, timely and detailed documentation about all actions taken towards a resolution in accordance with standard After Sales processes.
Takes ownership and accountability for all assigned Monitoring Tickets driving towards a resolution within SLA/OLA requirements.
Communicates technical issues and customer concerns or issues to support team members to facilitate a timely resolution.
Provides and documents Monitoring Framework thresholds for customer systems, tests new features/releases, and provides input for system enhancements.
Establishes, builds and improves customer relationships through the After Sales process.
Attends Agfa and 3rd party product training and maintains a working knowledge in focus area.
Mentors other Monitoring Specialists or regional support specialists.
Based on assignment, shares learning and knowledge activities through various methods for service/support teams.
Contributes to Hypercare/DRA/launch activities.
Bachelor’s degree in computer science or IT-related field, or equivalent combination of education and experience
1-3 years previous work experience in a technical customer support or system monitoring role in a healthcare or IT environment
Oracle or SQL
Linux and Windows
Web technologies (web server, certificates – knowledge of these technologies)
Networking (troubleshooting and diagnosing – basic skills)
Strong troubleshooting skills
Nice to have:
DICOM / HL7 / Hospital workflow
Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customers
Excellent verbal and written communication skills
Interpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnel
Excellent problem-solving ability
Fluent in written and spoken English. Additional language skills are an asset.
Experience with ITIL Incident Management is an asset.
Proven time management, organization and prioritization skills
Previous mentoring and teaching/training experience is an asset
We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!
Agfa Inc. is committed to complying with the Accessibility for Ontarians with Disabilities Act 2005 (AODA) and all of its standards in order to create a barrier-free Ontario. We will provide necessary accommodation during the recruitment and selection process to all applicants. If you require accommodation, please reach out to Human Resources.
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