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