Service Engineer - Customer Support OIS

Completes technical-oriented service tasks of various scopes and supports in planning and managing these tasks.

Job Summary:

We are looking for a skilled and customer-focused OIS Engineer to provide technical support, installation, configuration, troubleshooting, and maintenance of Oncology Information Systems (OIS) and associated IT infrastructure. The role involves supporting hospitals and cancer care centres to ensure system availability, minimize downtime, and maintain high customer satisfaction.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support for OIS applications, servers, clients, and associated IT infrastructure.
• Troubleshoot Windows Server operating systems, databases, networking, hardware, and application-related issues.
• Support OIS installation, upgrades, migrations, configuration, and preventive maintenance activities.
• Monitor and resolve customer issues through remote support and onsite service visits, as required.
• Coordinate with Field Service Engineers, Application Specialists, Engineering, and other cross-functional teams to resolve technical issues.
• Perform proactive system health checks, identify potential risks, and recommend corrective actions to improve system reliability.
• Support server and client hardware replacement, operating system upgrades, backups, and disaster recovery activities.
• Maintain accurate service records, technical documentation, and case updates in accordance with company processes.
• Meet service performance targets, including Service Availability (SVA), Mean Time to Resolution (MTTR), and First Visit Fix Rate (FVFR).
• Follow established quality, information security, data privacy, and regulatory compliance requirements.

Required Qualifications and Skills:

• Bachelor's degree or diploma in Computer Science, Information Technology, Electronics, or a related discipline.
• Experience in IT infrastructure support, Windows Server administration, and troubleshooting.
• Working knowledge of server hardware, storage, networking, databases, and Windows client operating systems.
• Good analytical, problem-solving, communication, and customer-handling skills.
• Ability to work collaboratively with cross-functional teams and manage service priorities effectively.
• Willingness to travel to customer sites when required.

Preferred Qualifications:

• Experience supporting healthcare IT applications, hospital information systems, or clinical systems.
• Knowledge of SQL Server, virtualization technologies, backup solutions, and enterprise server infrastructure.
• Experience with remote troubleshooting, incident management, and preventive maintenance.
• Relevant IT certifications or training in Microsoft technologies, networking, or server administration.

Key Competencies:

• Customer focus and service excellence
• Technical troubleshooting and problem-solving
• Ownership and accountability
• Teamwork and collaboration
• Effective communication
• Continuous learning and process improvement