Technical Support Service Specialist

Job Title

Technical Support Service Specialist

Job Description

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common. and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

The Technical Support Service Specialist is responsible for delivering both remote technical support and onsite field service activities for Enterprise Informatics solutions. The role supports software applications, servers, databases, integrations, networking components, and associated hardware infrastructure deployed at healthcare customer sites.

The individual acts as a frontline technical resource, managing incidents, troubleshooting system issues, performing installations and upgrades, and supporting customer operations to ensure maximum system availability and customer satisfaction.

This role combines the responsibilities of a Technical Support Specialist and Field Service Engineer within the Enterprise Informatics Services organization.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support for Enterprise Informatics solutions.

• Provide support for high severity incidents after hours-based on a on call roster

• Investigate software, database, infrastructure, integration, and workflow-related incidents.

• Troubleshoot issues involving:

• Enterprise Informatics Clinical Suite

• Clinical Informatics solutions

• Windows Server environments

• SQL databases

• Networking and integrations

• Manage cases through ServiceNow and other support systems.

• Ensure all activities are documented according to support processes.

• Perform remote, onsite troubleshooting, and repair activities.

• Conduct preventive maintenance and health checks.

• Execute software installations, upgrades, and patch deployments.

• Support system migrations and hardware refresh projects.

• Perform configuration validation and post-upgrade testing.

• Coordinate onsite activities with customer IT teams and clinical users.

Incident & Escalation Management

• Diagnose and resolve moderately complex customer issues.

• Participate in critical incident investigations.

• Escalate issues to regional and global product teams when required.

• Gather logs, traces and diagnostic information to support escalation activities.

System Implementation & Commissioning

• Support deployment of new systems and solution enhancements.

• Assist with system commissioning and acceptance testing.

• Validate system readiness before production go-live.

• Support customer cutover and hypercare activities.

Customer Management

• Act as a trusted technical advisor for assigned customers.

• Provide regular updates during incidents and project activities.

• Support service reviews and customer meetings.

• Maintain strong customer relationships while ensuring contractual SLA commitments are met.

Knowledge Management

• Contribute to technical knowledge articles and troubleshooting guides.

• Document recurring issues and recommended solutions.

• Share best practices across the APAC support organization .

Compliance & Quality

• Follow Philips quality processes and cybersecurity requirements.

• Adhere to customer security and access procedures.

• Ensure compliance with healthcare industry regulations and site safety requirements.

• Escalate any safety, compliance, or cybersecurity concerns.

Continuous Improvement

• Identify recurring product or operational issues.

• Participate in Root Cause Analysis (RCA) activities.

• Recommend process improvements to improve customer experience and service efficiency.

• Support regional service improvement initiatives.

To succeed in this role, you'll need a customer-first attitude and the following:

• Bachelor's Degree or Diploma in Information Technology or Computer Science

• 1-5 years experience in IT Implementation, Healthcare IT Networking, Field Service and/or Technical Support

• Windows Server Administration experience preferred

• Knowledge Oracle database, VMware, Hyper-V, Windows Server application and network technologies preferred

• Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution

• Proven ability to solve problems systematically and effectively, ensures high customer satisfaction

• Self-driven, independent, humble, willingness to learn and team-spirited with learning aptitude.

• Exhibits leadership through personal responsibility, accountability and teamwork.

• Able to write client-side scripts like PowerShell, batch etc. preferred

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company's facilities.
Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
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If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care .