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IT Technical Specialist

2 weeks ago

Lahore, Punjab, Pakistan Life At AcclivousByte Full time

We are seeking a motivated Technical Support Engineer to join our team at Life At AcclivousByte. This is an exciting opportunity to work with our cutting-edge Laboratory Information System (LIS) and Billing Management System.

Job Description

In this role, you will be responsible for providing technical support to our customers, troubleshooting and resolving technical issues, and collaborating with our development and operations teams.

  • Main Responsibilities:
  • Provide technical support to customers using our software.
  • Troubleshoot and resolve customer issues related to software functionality, performance, and integration with other systems.
  • Work closely with customers, our development team, and cloud infrastructure, leveraging AWS to ensure that the system meets the highest standards of reliability and performance.
  • Diagnose, reproduce, and document support tickets, ensuring clear and concise communication with customers.
  • Monitor system logs, troubleshoot issues, and escalate complex issues to appropriate internal teams when necessary.
  • Assist with onboarding new clients, including software installation, configuration, and integration with existing systems.
  • Create and maintain support documentation, knowledge base articles, and FAQs for common issues.
  • Identify recurring problems and collaborate with the development team to implement permanent fixes.
  • Ensure that all customer requests are handled in a timely manner with high satisfaction.
Requirements

To be successful in this role, you will need:

  1. Bachelor's degree in Computer Science, Information Technology, or a related field.
  2. Proven experience (1-3 years) as a Support Engineer or in a technical support role, preferably in the healthcare or laboratory software domain.
  3. Familiarity with LIS, Medical Billing Software, EHR and their functionalities.
  4. Hands-on experience with troubleshooting and supporting cloud-based applications hosted on AWS.
  5. Strong communication skills to interact with customers and internal teams.
  6. Ability to work independently, manage time effectively, and prioritize tasks.