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    Technical Support Specialist - Bangkok, ประเทศไทย - Philips

    Philips
    Philips Bangkok, ประเทศไทย

    5 วันที่แล้ว

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    Job Title

    Technical Support Specialist

    Job Description

    Job Description

    Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

    But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

    The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

    The Technical Support Specialists provides Service Support expertise aligned to our business customers support requirements through defined functions and processes, in the resolution of all incidents, problems and general services requests. The role provides a conduit between its area of expertise and the cross functional teams in Philips as represented by the Service Desk, Solutions Group, Project Office, EI Sales and Management. The scope of responsibility is within Asia with occasional Follow the Sun Support of major incidents in other regions.

    • Manage effective communication with users in relation to logged service requests.
    • Manage effective communication with internal and external cross functional teams.
    • Effectively utilise service tools for the logging, triage, and classification of cases in line with published work instructions.
    • Effectively utilise Proactive service tools to prevent incidents from occurring.
    • Perform preventive maintenance of solution based on standard checklist including but not limited to deployment of fixes / patches and software updates.
    • Effectively utilise knowledge tools such as the Technical Publications, Configuration Management Systems and the Known Error Database in case diagnosis and resolution.
    • Review all assigned cases to ensure quality data has been provided.
    • Escalation of cases based upon the published technical processes and defined Operating Level Agreement.
    • Monitoring of cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
    • Negotiating and prioritizing case load with the Service Delivery Manager/ Technical Account Manager and/or the support teams.
    • Providing Root Cause Analysis for problems by working with cross functional support and problem management teams.
    • Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types.
    • Maintain ownership of Problems and Critical Incidents and interaction with the incident management team and problem management group in critical case resolution.
    • Adhering to Philips processes for Incident, Problem, Change and Release Management.
    • Supporting reasonable on call responsibilities, including escalation support after hours.
    • Ensuring all support documents are updated as required and manage appropriate sign off.
    • Create Major Incident Reports for all Severity one incidents.
    • Attend site Service meetings as per Service Level Agreement requirements.
    • Attend and actively participate in EI Services team meetings.
    • Assist in the implementation of new projects as an active member of a project team and working on deliverables assigned by the project manager.
    • Assist in the upgrading of existing customer's solution.
    • Willingness to be based at customer premise as a site engineer and adaptable to be deployed to take on other deliverables within the scope of the role.

    Qualifications/ Skill Requirements

    Qualifications

    IT diploma or a minimum 3–4-year IT experience in a related field, ITIL Certification, Microsoft Certification Oracle Certification

    Skill Requirements

    General IT background – adequate technical background to understand basic workings and interactions between applications relevant to the area of healthcare IT expertise as utilized in large enterprises.

    • Technical skills in Computing Hardware and Software installation and configuration
    • Technical skills in Microsoft and Oracle software suites
    • Working knowledge of networks
    • Ability to communicate in English and local language.
    • Customer Service acumen
    • Eagerness to learn and adapt to the situation that is presented.


    Desired Experience

    • Working knowledge of Healthcare IT services and applications and how they related to key business areas
    • Working knowledge of and experience with Implementation, Problem and Change Management processes (preferable)
    • Previous Healthcare solution support (preferable)
    • Previous Customer facing experience in a complex and demanding service environment
    • Demonstrated communication skills at all levels including solution negotiation skills.
    • Must be able to maintain composure when faced with very demanding and pressurized situations.
    • Must be able to communicate effectively with various key customer stakeholder levels and support staff.
    • Must be an excellent written and verbal communicator.
    • Must understand and model the principles of quality service delivery.
    • Must have the ability to resolve complex issues through analytical thinking.
    • Must demonstrate determination in achieving goals.
    • Must be a clear and logical thinker. Must be able to see issues from the customers' perspective. Must be able to negotiate and influence. Must model Philips business values and ethics.

    About Philips
    We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

    • Learn more about our business.

    • Discover our rich and exciting history.

    • Learn more about our purpose.

    If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

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