Technical Support Engineer – PACS

About the role

The Technical Support Engineer, PACS is the first point of contact for users, providing expert support and troubleshooting to ensure a seamless healthcare IT experience. You will work closely with cross‑functional teams to resolve incidents, maintain high service quality, and drive continuous improvement.

Key responsibilities

• Serve as the primary PACS technical support resource for customer healthcare IT projects.
• Provide second‑level support for PACS/RIS and related healthcare IT systems, handling escalated technical issues.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely, professional manner.
• Coordinate projects, own tasks, and act as the main point of contact for customer communication and issue resolution.
• Collaborate with IT, Product, Engineering, and Project Management teams to escalate and resolve complex issues.
• Monitor and triage support queues, assigning tickets to appropriate product or functional teams.
• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
• Contribute to continuous‑improvement initiatives, knowledge‑base documentation, and root‑cause analysis.
• Ensure compliance with healthcare regulatory standards and internal IT policies.
• Deliver product and service training to administrators, end‑users, and customers as needed.

Required profile

• Bachelor’s degree in IT, Healthcare Informatics, or related field, or equivalent experience.
• Minimum 5 years of IT support experience, including at least 3 years in a healthcare or radiology‑focused technical support role.
• Strong customer‑service orientation and ability to manage multiple priorities under pressure.
• Excellent written and verbal communication skills for both technical and non‑technical audiences.

Required skills

• Windows operating systems (Windows 7 and above, Windows Server).
• Linux system administration and command‑line proficiency.
• MSSQL database management and relational database technologies.
• Networking concepts, troubleshooting, and infrastructure support.
• Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.
• Public‑cloud environments and cloud‑based integrations.
• Scripting, data serialization, and reporting tools such as SSRS.
• Ticketing systems and ITIL‑based support processes.
• PC/server hardware platforms and general IT infrastructure knowledge.