Technical Support Service Specialist

Job Title Technical Support Service Specialist 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 Service Specialist   is responsible for   delivering both remote technical support and onsite field service activities for Enterprise Informatics solutions. The role supports software applications, servers, databases, integrations, networking components, and associated hardware infrastructure deployed at healthcare customer sites.   The individual acts as a frontline technical resource, managing incidents, troubleshooting system issues, performing installations and upgrades, and supporting customer operations to ensure maximum system availability and customer satisfaction.   This role combines the responsibilities of a Technical Support Specialist and Field Service Engineer within the Enterprise Informatics Services organization.

Provide Level 1 and Level 2 technical support for Enterprise Informatics solutions.   Provide support for high severity incidents after hours-based   on a on call roster   Investigate software, database, infrastructure,   integration,   and workflow-related incidents.   Troubleshoot issues involving:    Enterprise Informatics Clinical Suite   Clinical Informatics solutions   Windows Server environments   SQL databases   Networking and integrations   Manage cases through ServiceNow and other support systems.   Ensure all activities are documented according to support processes.    Perform   remote,   onsite   troubleshooting,   and repair activities.   Conduct preventive maintenance and health checks.   Execute software installations,   upgrades,   and patch deployments.   Support system migrations and hardware refresh projects.   Perform configuration validation and post-upgrade testing.   Coordinate onsite activities with customer IT teams and clinical users.   Incident & Escalation Management   Diagnose and resolve moderately complex customer issues.   Participate in critical incident investigations.   Escalate issues to regional and global product teams when required.   Gather logs,   traces   and diagnostic information to support escalation activities.   System Implementation & Commissioning   Support deployment of new systems and solution enhancements.   Assist with system commissioning and acceptance testing.   Validate system readiness before production go-live.   Support customer cutover and hypercare activities.   Customer Management   Act as a trusted technical advisor for assigned customers.   Provide regular updates during incidents and project activities.   Support service reviews and customer meetings.   Maintain strong customer relationships while ensuring contractual SLA commitments are met.   Knowledge Management   Contribute to technical knowledge articles and troubleshooting guides.   Document recurring issues and recommended solutions.   Share best practices across the APAC support   organization .    Compliance & Quality   Follow Philips quality processes and cybersecurity requirements.   Adhere to customer security and access procedures.   Ensure compliance with healthcare industry