QNDIS Support Engineer

About the role

A Support Engineer is needed to join the support team in Doha, Qatar, providing day-to-day support to healthcare providers and hospital users who contact the team when they face issues or need assistance. The role involves handling support calls, logging and managing tickets in SMAX, following up on reported issues and keeping users informed until they are resolved. The position is onsite.

Key responsibilities

• Receive and respond to support calls from hospitals and healthcare users, and understand and document reported issues clearly.
• Provide basic guidance and troubleshooting to users.
• Log and manage support tickets in SMAX, monitor ticket progress and follow up with users.
• Keep users informed about the status of their issues until resolution.
• Coordinate with technical teams on issues needing further investigation and escalate unresolved issues to the appropriate support team.
• Ensure timely follow-up on open tickets and closure in line with SLA.

Required profile

• Minimum 2 years of relevant work experience (the summary states 3+ years).
• Experience in a hospital or healthcare IT environment.
• Experience handling user support calls and resolving or following up on reported issues.
• Customer service, communication, documentation, follow-up, coordination and teamwork.

Required skills

• SMAX (Service Management) for logging, tracking, updating and managing tickets.
• Basic understanding of IT support and troubleshooting.
• Understanding of FHIR, DICOM workflow, RIS and health informatics.
• Knowledge of ITIL processes applied to service support.