Service Engineer

Role Overview

The Healthcare IT Service Engineer provides 24x7 first-line and on-site technical support for connected care and clinical IT solutions. The role requires strong communication and customer-service skills to guide non-technical end users through troubleshooting steps, translate technical issues into clear, practical actions, and maintain calm, professional service during time-sensitive clinical situations. The engineer troubleshoots hardware, software, and network-related issues, performs installations and preventive maintenance, and ensures service delivery meets customer expectations and applicable regulatory and quality requirements.

Key Responsibilities

• Provide first-line 24x7 technical support (remote and on-site) for healthcare IT and connected care solutions, ensuring timely triage, troubleshooting, and resolution in line with regulatory, quality, and safety requirements.

• Diagnose and resolve incidents and problems across servers / workstations, operating systems, applications, and network connectivity; coordinate with internal teams and vendors when escalation is required.

• Maintain accurate service documentation, including incident details, diagnostics performed, corrective actions, parts replaced (if any), customer communications, and case closure status.

• Administer and maintain core IT infrastructure, including Windows Servers, Active Directory, DNS, DHCP, and backup systems.

• Monitor network performance, availability, and security using network management tools; proactively identify and resolve incidents.

• Perform routine system maintenance, patch management, and firmware upgrades for network devices and servers.

• Support end-user connectivity issues and escalate complex network problems to senior engineers or vendors.

• Collaborate with application support teams to diagnose and resolve integration issues between network layers and business applications.

• Assist in deployment and configuration of new infrastructure projects, including office relocations, network segmentation, and cloud connectivity.

• Candidates with clinical application experience have an advantage.

• Immediately available is highly preferred.

Requirements

Candidates who have stronger, broader experience may be considered for a Senior position.

Must-have

• Diploma or higher in either Electrical Engineering, Computer Engineering, Information Systems, or a related discipline (or equivalent hands-on experience).

• At least 1 year of hands-on experience in IT support, desktop / system support, or field service (healthcare environment is an advantage).

• Basic understanding of Windows Servers, AD / Group Policy, PC / server hardware, and common troubleshooting practices; comfortable following procedures and escalation paths.

• Strong customer-service mindset with clear verbal and written communication; able to guide nontechnical users step-by-step and document actions taken.

• Willing to work outside normal hours when required, including participation in a 24x7 on-call / standby roster.

Additional expectations for Senior

• Experience supporting clinical / medical device integration or healthcare IT systems (e.g., patient monitoring, HL7 / DICOM workflows).

• Ability to lead incident resolution: coordinate multi-party troubleshooting, drive root-cause analysis, and propose preventive actions.

• Provide user guidance and basic training on system operation and maintenance; follow hospital / site access rules and support data privacy and cybersecurity practices (e.g., account control, patching coordination) as required.

• Perform installation, configuration, upgrades, and preventive maintenance for medical solutions (or equivalent clinical systems), including validation checks and handover to clinical / IT users.

• Mentor junior engineers and contribute to knowledge base articles, standard operating procedures, and continuous improvement.

• Knowledge of cybersecurity and privacy principles relevant to healthcare environments.

Working Conditions

• Role involves a mix of remote support and on-site visits to customer / hospital locations.

• May require work during evenings / weekends and participation in a 24x7 on-call roster.

• Work may be performed in clinical environments and requires adherence to site safety, infection control, and access procedures.

We offer an remuneration package to the right candidate, including discretionary bonus, medical & dental benefits, annual leave, birthday leave, travel & on-call allowance and overtime compensation. Interested parties are invited to apply by submitting your CV with expected salary and date of availability.

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