{"id":2262880,"url":"https://alion.io/job/agfa-gevaert-it-customer-support-lead","title":"IT Customer Support Lead","company":{"id":54407,"name":"Agfa-Gevaert","domain":"agfa.com","url":"https://alion.io/company/agfa-gevaert","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Riyadh, Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"SQL","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-10-05T02:00:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-22T11:42:26Z","board_verified":false,"closed_at":"2026-10-22T11:42:26Z","days_open":17,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":17},"description":"For the region Middle East Agfa HealthCare is currently looking for a IT Customer Support Lead.\nOur focus is 100% on providing best-of-suite Enterprise Imaging solutions (PACS/ RIS) that enable secure, effective and sustainable imaging data management, to improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help our customers to achieve their clinical, operational and business strategies.\nA Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance.\nJob Duties & Accountabilities:\nDevelop and maintain customer service relationships\nExecuting regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.\nOwnership of site cases, troubleshooting issues through to resolution.\nLiaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.\nAttend all relevant meetings with a customer to review, capacity reports and end of life solutions and environments.\nCapacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites\nProvide root cause analysis and improvement recommendations for priority 1 and 2 Incidents.\nDrive additional service requests working closely with customers to deliver optimal service.\nProfile description:\nTechnical:\nTertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.\nExperience:\nGeneral\nMinimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).\nStrong knowledge of operating systems including Linux and Windows\nKnowledge of VMware and networking.\nUnderstanding of security patching across operating system and application levels.\nKnowledge of DICOM, HL7 and hospital workflows (preferred).\nExperience with databases (SQL/Oracle) (preferred).\nExperience with storage solutions (preferred).\nExperience of working within an ITIL disciplined environment.\nSpecific Skills:\nStrong interpersonal skills and customer service focus.\nExcellent communication skills (verbal and written).\nPositive attitude, proactive, self-starter, both action and results oriented.\nWell-developed analytical, diagnostic and problem resolution skills.\nA strong team player, maintaining a high level of quality in a challenging environment.\nContinuous learning orientation; keeping aware of new and emerging technologies.\nLocation: Saudi Arabia, Egypt or Dubai\n We offer:\nWe offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!","description_format":"text","description_chars":3264,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"Egypt","iso":"EG","kind":"country"},{"name":"Saudi Arabia","iso":"SA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Printers & Scanners","Medical Imaging Systems","EHR & Clinical Software"],"lifecycle":[{"event":"open","at":"2026-10-11T05:33:48Z"},{"event":"close","at":"2026-10-22T11:42:26Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/agfa-gevaert-it-customer-support-lead","json_url":"https://alion.io/job/agfa-gevaert-it-customer-support-lead.json","meta":{"generated_at":"2026-10-22T12:26:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10868,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54407},"rest":"https://alion.io/mcp/rest/get_company?id=54407"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fagfa-gevaert-it-customer-support-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fagfa-gevaert-it-customer-support-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fagfa-gevaert-it-customer-support-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/agfa-gevaert-it-customer-support-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fagfa-gevaert-it-customer-support-lead"}]}