Implementation Support Engineer

The Implementation Support Engineer serves as a primary technical resource for healthcare IT customer projects, with a focus on implementing, supporting, and maintaining PACS/RIS solutions and related healthcare technologies. The role combines hands-on technical troubleshooting, customer support, system implementation and maintenance, cross-functional collaboration, and proactive communication to ensure successful deployments and a high-quality customer experience.

Key Responsibilities The Key Responsibilities are:

• - Serve as the primary PACS technical support resource for customer healthcare IT projects.
  • Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
  • - Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• - Coordinate projects and take ownership of tasks while serving as the primary 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 the appropriate product or functional teams.
• - Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
• - Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause analysis efforts.
• - Ensure compliance with healthcare regulatory standards and internal IT policies.
• - Support and maintain strong relationships with key customers by providing proactive communication, updates, and technical guidance.
• - Deliver product and service training to administrators, service-level users, and customers as needed.
• - Perform DeepHealth RIS/PACS system updates, upgrades, and maintenance activities.
• - Conduct pre-sales technical evaluations and provide level-of-effort assessments for customer solutions.
• - Integrate and support solutions within public cloud environments and DeepHealth platforms.
• - Design, implement, document, and support technical solutions that meet customer and organizational requirements.
• - Work cross-functionally with internal teams to ensure customer satisfaction, issue resolution, and operational success.
• - Educate customers on system functionality and best practices to optimize healthcare delivery and workflow efficiency.
• - Identify opportunities to improve customer experience and contribute to ongoing operational and service enhancements.

Requirements

- Bachelor’s degree in Information Technology, Healthcare Informatics, or a related field, or equivalent professional experience.

- Minimum of 5 years of experience in IT support roles.

- Minimum of 3 years of experience in a similar healthcare or radiology-focused technical support role.

- Strong knowledge of Windows operating systems, including Windows 7 and above and Windows Server.

- Strong Linux system administration and command-line experience.

- Experience with MSSQL database management and relational database technologies.

- Strong understanding of networking concepts, troubleshooting, and infrastructure support.

- Experience supporting PACS, RIS, DICOM, HL7, EMR, and other healthcare IT systems.

- Proven experience troubleshooting complex software applications and healthcare technology solutions.

- Experience with public cloud environments and cloud-based integrations.

- Familiarity with scripting, data serialization, and reporting tools such as SSRS.

- Strong troubleshooting, analytical thinking, and critical problem-solving skills.

- Experience using ticketing systems and ITIL-based support processes.

- Strong customer service, relationship management, and call center support experience.

- Excellent written and verbal communication skills with both technical and non-technical audiences.

- Excellent English communication skills.

- Ability to manage multiple priorities and work effectively under pressure.

- Ability to collaborate effectively across cross-functional technical and business teams.

- Flexibility to work varied schedules and participate in on-call rotations as required (from 2:00 PM to 12:00 AM or 3:00 PM to 1:00 AM)

- Strong understanding of PC/server hardware platforms and general IT infrastructure.

This opportunity is remote for Egyptian applicants and Hybrid for Lebanese applicants.