Key Responsibilities / Key Result Areas
Bring support-services thinking and mind-set into all aspects of problem escalations
Prepare recommendations for Service Innovations
Ensure on time and quality, project deliverables within budget for service innovation projects.
Product complaint data trending, root cause analysis and resolution, feedback into the R & D teams to drive improvements and recommendations for service innovation
Become key partner with our SCS team for continually L1 & L2 competency enhancements
Contribute as a member of the EICI PSE (Product Support Engineering) Support Teams to the overall support strategy
Ensure that continue to be aware of the latest technical & organizational developments and their relevance to the business
Build partnership with end customer (wherever applicable) and Software Customer Services
Good understanding on Information technology components
Analyzing & troubleshooting various hardware components (compute/storage/Network) issues quickly and effectively that can be administered remotely
Provide infrastructure related technical consultation to support teams
Analyzing and troubleshooting Operating Systems issues quickly and effectively
Create and maintain documents all the actions taken during migration activity including problem description and resolution through internal tracking and knowledgebase system
Soft skills
Exhibit Philips 3T behaviors
Ability to balance needs of various stakeholders while keeping the focus on business goals
Strong communication skills
o Exhibits good listening and comprehension
o Prepare clear and concise written communications
Ability to engage with global teams and customers, with sensitivity to cultural and market differences
Gathers and analyzes information skillfully
Work independently as a team member & ability to influence team members
Manages competing demands and meets timelines
Works cooperatively in group situations
Education, Experience & Key Skills
Education:
Must have – Any Degree
Preferred - B.E / B. Tech
Industry Certifications: MCSA / MCSE / MS SQL / any relevant certification
Experience
Years of Experience: 7-10 Years
Area of Experience: Healthcare Product(s) support (PACS / DICOM / HL7 /EMR - Field support Engineers)
Domain & Technical Skill set
Domain Skillset
Operating Systems, tools & Applications • Good knowledge on below OS – Install, Configuration and troubleshooting
o Client OS – Windows XP, Windows 7, Windows 8
o Server OS - Windows Server 2003, 2008, 2012
o File system (NTFS), application installation, OS configuration concepts
o Microsoft Clustering
o Microsoft Message Queuing
o IIS
o Good knowledge on industry standard virtualization technology (VMware, Microsoft Hyper-V etc.)VMware ESXi – VMFS, ESXi configuration etc.
o User of remote tools - RDP/Terminal Services and VNC etc.
o Experience with imaging software such as Ghost or Altiris
o Good knowledge on MS SQL – Configuration & troubleshooting
o In-depth knowledge on SQL is desired
Compute Server / storage / network Compute & Storage
• Good knowledge on compute hardware – Installation, configuration and maintenance methodologies
• Fair knowledge on various compute hardware IBM / DELL / HP etc.
• Knowledge on Server administration – RAM /HDD / Firmware upgrade etc.
• Good understanding of storage concepts – SAN, NAS, DAS
• iSCSI, FC protocols
Networking
• Good understanding of LAN & WAN
• TCP/IP
• Microsoft AD, DNS, DHCP service
Overall Good analytical & troubleshooting skills on above technologies
PACS, HL7 Knowledge • Strong knowledge on PACS (Picture Archival Communication System) in Hospital environment
• PACS Implementation & troubleshooting knowledge is desired
• Good knowledge on HL7
• MySQL Database administration, Trouble shooting Database problems
• Optimizing Database and implementing scripts to take regular database backups
• Handling HIS-PACS Integration
• PACS / DICOM / HL7 /EMR - knowledge