Job Title QNDIS Support EngineerDepartmentSupport / Service DeliveryLocation Doha, Qatar - OnsiteExperience 3 +yrsJob SummaryWe are looking for a Support Engineer to join the support team. The role provides day-to-day support to healthcare providers and hospital users who contact the support team when they face issues or need assistance.
The successful candidate will handle support calls, log and manage tickets in SMAX, follow up on reported issues, and keep users informed until they are resolved.
Key Responsibilities
- User Support & Issue Handling
Receive and respond to support calls from hospitals and healthcare usersUnderstand and document reported issues clearlyProvide basic guidance and troubleshooting to users2. Ticket Management - SMAX
Log and manage support tickets in SMAXMonitor ticket progress and follow up with usersKeep users informed about the status of their reported issues until resolution3. Coordination & Escalation
Coordinate with technical teams for issues requiring further investigationEscalate unresolved issues to the appropriate support teamEnsure timely follow-up on open tickets and closure as per SLA
Required ExperienceMinimum 2 years of relevant work experience
Experience working in a hospital or healthcare IT environmentExperience handling user support calls and resolving or following up on reported issuesExperience using SMAX (Service Management) for logging, tracking, updating, and managing support tickets
Required Skills - MandatoryBasic understanding of IT support and troubleshootingUnderstanding of FHIR, DICOM Workflow, RIS, and Health InformaticsKnowledge of ITIL processes and how they apply to service supportWorking knowledge of SMAX for ticket logging, tracking, updating, and management
Ability to understand and clearly document issues reported by usersAbility to follow up on open tickets and keep users updated on progress
Ability to coordinate with technical teams and escalate issues to the appropriate support team
Key Competencies
Customer Service & CommunicationDocumentation & Attention to DetailFollow-up & OwnershipCoordination & TeamworkProblem Solving
Skills: customer service,healthcare,dicom,teams,management,logging,customer,closure,basic,it
