IT Support Engineer (Healthcare system & Application Support)
Company Overview
Telistar is a One-Stop End-to-End Service Solutions Provider (SSP) specializing in tailored solutions for service-centric organizations to enhance Profitability, Productivity, Efficiency, and Control (PPEC). We adapt to client cultures and deliver Total Service Management solutions across Asia Pacific.
Job Summary
Provide first-line remote technical support by troubleshooting and resolving customer issues within assigned modalities, ensuring compliance and customer satisfaction while collaborating with teams to improve service delivery.
Responsibilities
- Resolve a wide range of technical issues remotely using troubleshooting skills to ensure customer satisfaction within assigned modalities
- Register, prioritize, and document customer service requests from multiple channels in the service management system for efficient resolution and follow-up
- Record detailed service activities including diagnostics, troubleshooting steps, resolutions, and case statuses to support case management and future reference
- Identify and escalate complex issues with detailed troubleshooting documentation, collaborating with senior engineers or management for resolution
- Communicate proposed solutions and actions clearly to customers, ensuring compliance with regulatory guidelines
- Participate in advanced training and continuous learning to enhance technical knowledge and resolve complex issues
- Collaborate with cross-functional teams by sharing technical insights and best practices to improve service delivery and customer satisfaction
- Manage and resolve customer issues under direct supervision, applying technical knowledge and seeking guidance for non-routine challenges
- Build stable working relationships internally by exchanging information with colleagues, supervisors, and project leaders to support team goals
- Perform any ad hoc duties assigned by the team lead
Preferred competencies and qualifications
- Regulatory Compliance
- Data Analysis & Interpretation
- Root Cause Analysis (RCA)
- Troubleshooting
- Service Operations
- Technical Documentation
- Customer Service
- KPI Monitoring and Reporting
- Product Installation
- Product Repair & Maintenance