Technical Support Engineer

Salary: ₱40,000 – ₱60,000 per month

Job requirements

Expanded Essential Duties and Responsibilities:

Contributing to a seamless healthcare IT experience. This role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

· Serve as the primary PACS technical support resource for customer healthcare IT projects.

· Provide second-level support for PACS and healthcare IT systems, troubleshooting and resolving escalated technical issues.

· Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.

· Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.

· Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.

· Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.

· Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.

· Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.

· Ensure compliance with healthcare regulatory standards and internal IT policies.

· Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.

· Deliver product and service training to administrators, service-level users, and customers as needed.

· Perform PACS system updates, upgrades, and maintenance activities.

· Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.

· Design, implement, document, and support technical solutions that meet customer and organizational requirements.

· Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.

· Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.

· Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

Minimum Qualifications, Education, and Experience

· Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.

· Minimum of 5 years of experience in IT support roles.

· Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.

· Strong knowledge of Windows operating systems (Windows 11and Windows Server).

· Experience with PostgreSQL database management and relational database technologies.

· Strong understanding of networking concepts, troubleshooting, and infrastructure support.

· Experience supporting RIS, DICOM, HL7, EMR, and other healthcare IT systems.

· Knowledgeable in Mirth Connect and Javascript Application

· Proven experience troubleshooting complex software applications and healthcare technology solutions.

· Strong troubleshooting, analytical thinking, and critical problem-solving skills.

· Experience using ticketing systems and ITIL-based support processes.

· Excellent written and verbal communication skills with both technical and non-technical audiences.

· Ability to manage multiple priorities and work effectively under pressure.

· Ability to collaborate effectively across cross-functional technical and business teams.

· Flexibility to work varied schedules and participate in on-call rotations as required.

· Strong understanding of PC/server hardware platforms and general IT infrastructure.

· Professional communication and interpersonal skills required for internal and external customer interactions.

Healthcare integration 2-3+ years of hands-on experience

HL7 v2.x Must have practical implementation experience

Mirth Connect Strongly Preferred

RIS/PACS OR HIS Highly preferred

PostgreSQL Intermediate to Advanced

Javascript Intermediate to Advanced

DICOM knowledge Advantage for imaging integrations

Communication Can coordinate with hospital IT teams and vendors