Level 2 Technical Support – Hospital Information System (HIS)

Location: Malaysia (On-site)

Primary Purpose:

Provide advanced technical support for hospital staff and IT teams by resolving complex issues in the Hospital Information System (HIS) that cannot be handled by Level 1 support. Ensure system reliability, data integrity, and smooth operation of clinical and administrative workflows.

Key Responsibilities:

Incident Management

o Handle escalated tickets from Level 1 support.

o Diagnose and resolve application, database, and integration issues.

o Perform root cause analysis for recurring problems.

System Administration

o Manage user accounts, roles, and access permissions.

o Monitor system performance and troubleshoot errors.

o Apply patches, updates, and configuration changes as required.

Application Support

o Support HIS modules, such as Electronic Medical Records(EMR), Laboratory, Pharmacy, Billing and other ancillary systems.

o Investigate workflow issues affecting clinical or administrative processes.

o Coordinate with developers for unresolved application bugs.

Data Management

o Ensure accuracy and consistency of patient and hospital data.

o Assist with data migration, backups, and recovery operations.

o Generate and validate reports for hospital departments.

Integration & Interfaces

o Support interoperability between HIS and other systems (e.g., LIS, PACS, EMR, billing).

o Troubleshoot HL7, FHIR, or API-based integrations.

o Collaborate with third-party vendors for interface issues.

Knowledge Transfer & Training

o Provide guidance to business analysts (BAs) on system usage.

o Conduct refresher training for Level 1 support teams.

o Document solutions and create knowledge base articles.

Escalation & Collaboration

o Escalate unresolved issues to Level 3 support or vendors.

o Work closely with IT infrastructure teams (network, servers, databases).

o Participate in change management and system upgrade projects.

Qualifications

o Bachelor’s degree in Information Technology, Computer Science, Health Informatics, or related field.

o 2–4 years of IT support experience, preferably in healthcare or HIS environments.

o Hands-on experience with hospital information systems and healthcare workflows.

Technical Skills:

o Knowledge of databases (SQL), operating systems, and networking basics.

o Familiarity with healthcare standards (HL7, FHIR, ICD, SNOMED).

o Strong troubleshooting and problem-solving skills.

Soft Skills:

o Excellent communication and interpersonal skills for working with clinical staff.

o Ability to work under pressure in a fast-paced hospital environment.

o Strong documentation and knowledge-sharing abilities

Location: Malaysia (On-site)

Job Type: Full-time

Work Location: In person