Technical Support Specialist

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common. An unwavering sense of purpose and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions – the kind that make a real difference – when it matters most.

The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

The Technical Support Specialists provides Service Support expertise aligned to our business customers support requirements through defined functions and processes, in the resolution of all incidents, problems and general services requests. The role provides a conduit between its area of expertise and the cross functional teams in Philips as represented by the Service Desk, Solutions Group, Project Office, EI Sales and Management. The scope of responsibility is within Asia with occasional Follow the Sun Support of major incidents in other regions.

• Manage effective communication with users in relation to logged service requests.
• Manage effective communication with internal and external cross functional teams.
• Effectively utilise service tools for the logging, triage, and classification of cases in line with published work instructions.
• Effectively utilise Proactive service tools to prevent incidents from occurring.
• Perform preventive maintenance of solution based on standard checklist including but not limited to deployment of fixes / patches and software updates.
• Effectively utilise knowledge tools such as the Technical Publications, Configuration Management Systems and the Known Error Database in case diagnosis and resolution.
• Review all assigned cases to ensure quality data has been provided.
• Escalation of cases based upon the published technical processes and defined Operating Level Agreement.
• Monitoring of cases to ensure SLAs are being met for communication and resolution, escalating cases where SLA breach is approaching, and a case is unresolved.
• Negotiating and prioritizing case load with the Service Delivery Manager/ Technical Account Manager and/or the support teams.
• Providing Root Cause Analysis for problems by working with cross functional support and problem management teams.
• Undertaking analysis of cases to identify recurring incidents and liaising with Incident management, Problem management and other functional groups to ensure permanent resolution to these incident types.
• Maintain ownership of Problems and Critical Incidents and interaction with the incident management team and problem management group in critical case resolution.
• Adhering to Philips processes for Incident, Problem, Change and Release Management.
• Supporting reasonable on call responsibilities, including escalation support after hours.
• Ensuring all support documents are updated as required and manage appropriate sign off.
• Create Major Incident Reports for all Severity one incidents.
• Attend site Service meetings as per Service Level Agreement requirements.
• Attend and actively participate in EI Services team meetings.
• Assist in the implementation of new projects as an active member of a project team and working on deliverables assigned by the project manager.
• Assist in the upgrading of existing customer's solution.
• Willingness to be based at customer premise as a site engineer and adaptable to be deployed to take on other deliverables within the scope of the role.

Qualifications/ Skill Requirements

Qualifications

IT diploma or a minimum 3–4-year IT experience in a related field, ITIL Certification, Microsoft Certification Oracle Certification

Skill Requirements

General IT background – adequate technical background to understand basic workings and interactions between applications relevant to the area of healthcare IT expertise as utilized in large enterprises.

• Technical skills in Computing Hardware and Software installation and configuration
• Technical skills in Microsoft and Oracle software suites
• Working knowledge of networks
• Ability to communicate in English and local language.
• Customer Service acumen
• Eagerness to learn and adapt to the situation that is presented.

Desired Experience

• Working knowledge of Healthcare IT services and applications and how they related to key business areas
• Working knowledge of and experience with Implementation, Problem and Change Management processes (preferable)
• Previous Healthcare solution support (preferable)
• Previous Customer facing experience in a complex and demanding service environment
• Demonstrated communication skills at all levels including solution negotiation skills.
• Must be able to maintain composure when faced with very demanding and pressurized situations.
• Must be able to communicate effectively with various key customer stakeholder levels and support staff.
• Must be an excellent written and verbal communicator.
• Must understand and model the principles of quality service delivery.
• Must have the ability to resolve complex issues through analytical thinking.
• Must demonstrate determination in achieving goals.
• Must be a clear and logical thinker. Must be able to see issues from the customers' perspective. Must be able to negotiate and influence. Must model Philips business values and ethics.

How we work at Philips

Our newly-adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart – which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home – for our hybrid roles.
Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way. Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:
We believe in the importance of impactful collaboration: There's a certain energy when everyone's in the same room that can heighten idea generation and creative friction needed for problem-solving.
We embrace flexibility: Choosing where, when and how to work can vary according to task and team schedules. Flexibility isn't office or online, it means choosing the space that works best for you, your teams and our customers on a case-by-case basis.
We want to be at our best: The way we work and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it's like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

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