System Engineer

About the role

We are seeking a proactive and customer-focused Tier 2 Support Engineer to support our Pharmacy Automation (PA) solutions. In this role, you will be responsible for troubleshooting technical issues, supporting system integrations, collaborating with cross-functional teams, and ensuring the smooth operation of pharmacy automation systems within healthcare environments.

Key responsibilities

• Provide Tier 2 technical support for Pharmacy Automation products and systems.
• Ensure seamless integration between Pharmacy Automation systems and Hospital Information Systems (HIS).
• Investigate, diagnose, and resolve technical issues through log analysis, database queries, and root cause analysis.
• Escalate complex issues to Tier 3 support teams and work collaboratively toward resolution.
• Maintain accurate documentation of incidents, troubleshooting activities, and customer interactions in the CRM system.
• Provide timely updates and guidance to customers and internal support teams.
• Identify and pursue opportunities for ad hoc project work and service enhancements.
• Ensure customer satisfaction and service delivery performance in accordance with Service Support Agreement (SSA) KPIs.
• Train, mentor, and guide Technical Engineers, Application Engineers, and other support team members.
• Collaborate with hospital stakeholders and HIS representatives to address operational and interface-related issues.

Requirements

• Degree or Diploma in Information Technology, Computer Science, or a related discipline.
• Strong knowledge of SQL and database technologies.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong communication and customer service skills.
• Ability to work independently and collaboratively in a team environment.
• Understanding of IT infrastructure, networking, LAN/WAN environments (preferred).
• Experience with Microsoft 365 and Salesforce (preferred).
• Experience supporting healthcare, hospital, or pharmacy automation systems is an advantage.