Technical Support Specialist

2 weeks ago


BangaloreAny Location, IN Cortex Consulting Pvt. Ltd. Full time

Technical Support Specialist (DICOM/PACS)

Experience : 5 to 10 years

Job Description :

Position Overview :

We are seeking an experienced Technical Support Specialist with expertise in troubleshooting DICOM and PACS systems.

The ideal candidate will have 5 to 10 years of relevant experience in providing technical support, diagnosing issues, and resolving customer inquiries related to DICOM and PACS technologies.

Key Responsibilities :

Troubleshooting :


- Provide expert-level technical support and troubleshooting assistance to customers experiencing issues with DICOM (Digital Imaging and Communications in Medicine) and PACS (Picture Archiving and Communication System) systems.

Issue Diagnosis :


- Diagnose and identify root causes of technical issues reported by customers, including image quality, data transmission, connectivity, and system performance issues.

Issue Resolution :


- Develop and implement effective solutions to resolve technical issues and ensure the smooth operation of DICOM and PACS systems.

Customer Interaction :


- Interact with customers via phone, email, or remote support tools to understand their technical problems, provide guidance, and offer solutions to address their needs.

Documentation :


- Maintain accurate records of customer interactions, technical issues, troubleshooting steps, and resolutions in the ticketing system or knowledge base for future reference.

Escalation :


- Escalate complex technical issues to senior technical support personnel or engineering teams for further investigation and resolution.

Training :


- Provide training and guidance to customers on how to use DICOM and PACS systems effectively, troubleshoot common issues, and perform basic system maintenance tasks.

Continuous Improvement :


- Identify recurring technical issues or trends and work with the product development team to implement enhancements or improvements to the DICOM and PACS systems.

Collaboration :


- Collaborate with internal teams, including product development, engineering, and quality assurance, to address customer feedback, resolve issues, and improve product quality.

Key Skills :

- 5 to 10 years of experience in technical support, with a focus on troubleshooting DICOM and PACS systems.

- In-depth knowledge of DICOM standards and protocols, including DICOM image formats, communication protocols (e.g., TCP/IP, HL7), and DICOM network services (e.g., DICOM C-STORE, DICOM Query/Retrieve).

- Proficiency in troubleshooting PACS-related issues, such as image storage, retrieval, viewing, and integration with other healthcare systems.

- Strong analytical and problem-solving skills to diagnose technical issues and identify effective solutions.

- Excellent communication and interpersonal skills to interact with customers, understand their technical problems, and convey solutions in a clear and concise manner.

- Ability to work independently and prioritize tasks in a fast-paced environment, while ensuring timely resolution of customer inquiries and issues.

- Familiarity with ticketing systems, remote support tools, and knowledge base platforms used for technical support operations.

- Commitment to continuous learning and staying updated on the latest developments in DICOM and PACS technologies.

(ref:hirist.tech)
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