Technical Support Agent

Overview:

• Technical Support Agent will be the first point of contact for troubleshooting oasis issues, assisting end-users (hospital staff), and ensuring minimal downtime.
• The role includes logging Jira tickets, diagnosing problems, coordinating with development teams, and contributing to system improvements.
• The Technical Support Agent is responsible for providing exceptional support to healthcare professionals using Oasis.
• The main role includes but not limited to troubleshooting oasis technical issues, resolving oasis system functionalities problems, and ensuring system functionality to enhance patient care.
• The agent will collaborate with cross-functional teams to maintain high standards of service and contribute to continuous improvement initiatives.
• with both business skills and technical IT knowledge and demands an ability to manage multiple high-level tasks under pressure.

Responsibilities:

• Responsibilities Offer technical assistance to internal teams and external clients as needed.
• Keep technical documentation current, including support department policies and procedures.
• Prepare maintenance plans and upgrade schedules for customers system.
• Log work activities and develop reports for teams and customers to track progress and outcomes.
• Provide specialized technical support for OASIS HIS, including ERP modules, RCM, and healthcare applications,
• Assist internal teams and external clients with system troubleshooting, data loading/extraction, and issue resolution to minimize downtime.
• Manage and track support requests via a ticketing system, maintaining a detailed log of queries, solutions, and resolutions.
• Diagnose and resolve technical issues related to OASIS HIS, escalating complex cases when necessary.
• Coordinate Internal and external support efforts, ensuring seamless communication between teams and clients.
• Identifying and resolving technical issues

Qualifications and Required Skills:

Educational Background

Degree: A bachelor’s degree in Computer Science, Information Technology, Health Information Management, or a related field is often preferred.

Certifications: Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Azure Fundamentals) can be beneficial.

Technical Skills:

Troubleshooting Skills: Strong diagnostic skills to identify and resolve software issues efficiently.

Software Proficiency: Familiarity with HIS and ERP software, including common functionalities and workflows.

Database basic Knowledge: Understanding of database management systems (e.g., SQL, Oracle) for troubleshooting data-related issues.

Networking Basics: Knowledge of networking concepts and protocols to assist with connectivity issues.

Operating Systems: Proficiency in various operating systems (Windows, Linux) and their management.

Soft Skills

Communication: Excellent verbal and written communication skills for clear interaction with clients and team members.

Customer Service Orientation: A strong focus on customer satisfaction and the ability to handle difficult situations with professionalism.

Problem-Solving: Strong analytical skills to assess problems and develop effective solutions quickly.

Team Collaboration: Ability to work collaboratively with other team members and departments.

Additional Skills

Training and Documentation: Ability to create and update user manuals, FAQs, and provide training to users.

Adaptability: Willingness to learn new technologies and adapt to changing environments and requirements.

Job Types: Full-time, Contract
Contract length: 12 months

Pay: From ﷼6,000.00 per month

Ability to commute/relocate:

• Jeddah: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Saudi Only
• Broad knowledge of the infrastructure tools, equipment, and services used throughout the site (Networks, Servers, PCs, Printing, Security and Voice)

Working knowledge in assisting users in a support capacity in all issues with active kit (laptops, printers, projectors, plotters, phones) etc.

• GPOs.Expert knowledge of DNS, DHCP, WINS, DFS, in a Windows 2012 and Windows 2016 landscape
• Install, configure and manage windows server 2012/2016/2019/2022/Linux
• Manage data backup and recovery. Manage Vsphere Vmware, Vcenter,ESXI, HyperV etc.

Demonstrated knowledge of Microsoft Windows Server setup and administration.

• Bachelor’s degree in IT, computer science, or relevant

Hands-on experience with Mirth integration middleware.

Excellent problem-solving skills with ability to analyze complex integration requirements and design scalable solutions.

Effective communication skills with the ability to collaborate with cross-functional teams and stakeholders.

Strong attention to detail and a commitment to delivering high-quality integration solutions.

Ability to thrive in a fast-paced, dynamic environment and manage multiple tasks simultaneously.

• Preferred: Cisco Certified Network Associate (CCNA), preferred is Cisco Certified Network Professional (CCNP)

Education:

• Bachelor's (Required)

Experience:

• AD migration projects and Azure Active Directory: 1 year (Preferred)
• IT specialist or system administration: 2 years (Required)

Language:

• Engilsh (Required)

License/Certification:

• Preferred: Microsoft Certified System Engineer (MCSE) (Required)