Service Engineer

Role Overview

The Healthcare IT Service Engineer provides 24x7 first-line and on-site technical support for connected care and clinical IT solutions. The role requires strong communication and customer-service skills to guide non-technical end users through troubleshooting steps, translate technical issues into clear, practical actions, and maintain calm, professional service during time-sensitive clinical situations. The engineer troubleshoots hardware, software, and network-related issues, performs installations and preventive maintenance, and ensures service delivery meets customer expectations and applicable regulatory and quality requirements.

Key Responsibilities

• Provide first-line 24x7 technical and network support (remote and on-site) for healthcare IT and connected care solutions.

• Diagnose and resolve incidents and problems across servers / workstations, operating systems, applications, and network connectivity; coordinate with internal teams and vendors when escalation is required.

• Provide Level 2/3 network and infrastructure support, including troubleshooting of LAN/WAN, switches, routers, firewalls, and VPN connectivity.

• Administer and maintain core IT infrastructure, including Windows Servers, Active Directory, DNS, DHCP, and backup systems.

• Monitor network performance, availability, and security using network management tools; proactively identify and resolve incidents.

• Perform routine system maintenance, patch management, and firmware upgrades for network devices and servers.

• Support end-user connectivity issues and escalate complex network problems to senior engineers or vendors.

• Collaborate with application support teams to diagnose and resolve integration issues between network layers and business applications.

• Assist in deployment and configuration of new infrastructure projects, including office relocations, network segmentation, and cloud connectivity.

• Maintain accurate documentation of network configurations, change requests, and incident resolutions.

• Candidates with clinical application experience have an advantage.

• Immediately available is highly preferred.

Requirements

Candidates who have stronger, broader experience may be considered for a Senior position.

Must-have

• Diploma or higher in either Electrical Engineering, Computer Engineering, Information Systems, or a related discipline (or equivalent hands-on experience).
• At least 1 year of hands-on experience in IT support, desktop / system support, or field service (healthcare environment is an advantage).
• Basic understanding of Windows Servers, AD / Group Policy, PC / server hardware, and common troubleshooting practices; comfortable following procedures and escalation paths.
• Strong customer-service mindset with clear verbal and written communication; able to guide nontechnical users step-by-step and document actions taken.
• Willing to work outside normal hours when required, including participation in a 24x7 on-call / standby roster.

Additional expectations for Senior

• Experience supporting clinical / medical device integration or healthcare IT systems (e.g., patient monitoring, HL7 / DICOM workflows).
• Ability to lead incident resolution: coordinate multi-party troubleshooting, drive root-cause analysis, and propose preventive actions.
• Provide user guidance and basic training on system operation and maintenance; follow hospital / site access rules and support data privacy and cybersecurity practices (e.g., account control, patching coordination) as required.
• Perform installation, configuration, upgrades, and preventive maintenance for medical solutions (or equivalent clinical systems), including validation checks and handover to clinical / IT users.
• Mentor junior engineers and contribute to knowledge base articles, standard operating procedures, and continuous improvement.
• Knowledge of cybersecurity and privacy principles relevant to healthcare environments.

Working Conditions

• Role involves a mix of remote support and on-site visits to customer / hospital locations.
• May require work during evenings / weekends and participation in a 24x7 on-call roster.
• Work may be performed in clinical environments and requires adherence to site safety, infection control, and access procedures.