The Healthcare IT Support Technician is responsible for the first line support and maintenance for the software and hardware product range of the Heidelberg Engineering group through the identification and resolution of customer IT and device related issues.
This position is responsible for maintaining customer satisfaction by resolving issues quickly, efficiently, and professionally through telephone and remote support.
Tasks:
This position is responsible for maintaining customer satisfaction by resolving issues quickly, efficiently, and professionally through telephone and remote support.
Tasks:
- Proactively deal with incidents and requests assigned by the Helpdesk Support and ownership of support tickets.
- Remotely assisting customers with technical support issues, resolving network issues, installing and configuring software.
- Communicate with all levels of stakeholders, talking them through steps to resolve issues, keeping them informed of progress.
- Ensure helpdesk tickets are diagnosed and resolved/escalated in a timely manner.
- Ensure all support related activity are logged and documented on our CRM system.
- Provide support and integration for the software product range within the Heidelberg Engineering group.
- Responsible for confirming the correct configuration, parts, and software prior to dispatch.
- Responsible for the validation of new installations of customers' I.T based systems.
- Provide occasional support with device installations when required..
- Attend trade exhibitions where required.
- Maintain a high level of product knowledge.
- Develop a quality working relationship with colleagues and customers.
