{"id":563764,"url":"https://alion.io/job/compugroup-medical-it-support-professional","title":"IT Support Professional","company":{"id":9206,"name":"CompuGroup Medical","domain":"cgm.com","url":"https://alion.io/company/compugroup-medical","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":76,"open_postings":39,"ghost_share":0,"stale_share":0.769,"repost_share":0,"time_to_fill_p50_days":68,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Iași, Romania"],"countries":["RO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-09-07T00:00:00Z","employer_posted_date":"2026-09-11","last_verified_at":"2026-10-28T22:37:07Z","board_verified":true,"closed_at":null,"days_open":52,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":52},"description":"Your Role at CGM\nAs a leader in healthcare software solutions, we operate in 19 countries and employ nearly 9,000 dedicated employees. You will work in a dynamic and innovative environment full of opportunities, where your dedication and passion can make a lasting difference.\nCGM leverages AI: we are looking for people who feel the power of AI in the eHealth environment, want to help shape change, and are curious about how technology can make healthcare smarter, easier, and better.\nPurpose of the Role\nThe IT Support Professional ensures the qualified handling of support requests (tickets). The focus is on classifying and resolving tickets that require deeper analysis, documenting solutions completely, and communicating professionally with customers during incidents and maintenance windows. The role contributes directly to service quality, to the achievement of team objectives, and to knowledge building within the team.\nKey Responsibilities\nTicket handling and troubleshooting\nClassify, prioritise and process incoming tickets.\n\nIndependently conduct in-depth troubleshooting on requests that go beyond standard handling.\n\nProvide technical support on tickets that require more extensive troubleshooting and knowledge.\n\nDevelop and implement solutions based on systematic ticket analysis.\n\nIdentify key problems and recurring patterns, including less obvious solution approaches.\n\nEscalate to downstream support levels or specialist teams where the scope of the role is exceeded.\n\nDocumentation and knowledge management\nDocument analysis, solution path and outcome completely and traceably in the ticket system.\n\nPrepare reusable solutions for the knowledge base (known errors, workarounds, how-to articles).\n\nShare findings with the team to reduce handling times and repeat queries.\n\nCustomer communication\nManage incident and maintenance customer communications (status, impact, timelines, resolution).\n\nCommunicate in a customer-oriented and comprehensible way, in writing and verbally (English).\n\nProcesses and team contribution\nWork according to defined standard support processes (ITIL-aligned) and convey these processes within the team.\n\nOversee the adherence to and achievement of the team's objectives (e.g. SLAs, response and resolution times, quality).\n\nAct as an informal point of contact on technical matters for less experienced colleagues.\n\nExchange information and ideas regularly at peer level and contribute suggestions for improving working practices and processes.\n\nLevel Criteria\nImpact\nInfluences the effectiveness of own work team through the quality and timeliness of services delivered and information provided.\nAlso serves as an informal resource for less experienced colleagues. Regularly exchanges information and ideas at peer level that are relevant to own work.\nIn this role: Classifies and processes tickets with deeper troubleshooting, including ticket analysis, documentation and delivery of solutions.\nComplexity\nIdentifies key issues and patterns in straightforward situations and also finds new, less obvious solutions.\nIn this role: Independently conducts in-depth troubleshooting and provides solutions developed and documented through the analysis of tickets.\nAccountability and decision-making\nAccountable for the quality of own work. Identifies and assesses issues and makes decisions based on practice, existing procedures or precedent.\nUses discretion to modify working practices and processes to achieve results or improve efficiency. Works within a variety of guidelines and performs the work with a limited degree of supervision.\nIn this role:\nResponsible for the quality of own work output.\n\nManages incident and maintenance customer communications.\n\nProvides technical support on tickets requiring more extensive troubleshooting and knowledge.\n\nShares responsibility for adherence to and achievement of team objectives.\n\nWorks according to standard support processes and conveys them within the team.\n\nQualifications and Experience\nRequired\nCompleted vocational training (secondary education), preferably in an IT-related field.\n\nProfessional experience in IT support, providing a solid understanding of relevant processes, procedures, systems, as well as the underlying concepts and principles.\n\nGood written and spoken English for customer-oriented communication.\n\nConfident use of ticketing systems and support tools.\n\nProficient knowledge of Microsoft Entra ID / Azure with a focus on user management, Exchange Online, and Microsoft Intune / client management.\n\nGood knowledge of Microsoft 365 collaboration tools (Teams, SharePoint Online, OneDrive), particularly in relation to access and synchronization issues.\n\nGood understanding of networking fundamentals for fault isolation (DNS, DHCP, TCP/IP, VPN, proxy, Wi-Fi, certificates).\n\nDesirable\nITIL Foundation certification.\n\nExperience in customer communication during incidents and planned maintenance.\n\nTraining and Development\nPractical experience gained on the job.\n\nITIL Foundation.\n\nEnglish language training to at least level B1.\n\nSuccess Indicators\nAdherence to agreed response and resolution times (SLAs).\n\nResolution rate within own scope and number of avoidable escalations.\n\nQuality and completeness of ticket documentation.\n\nCustomer satisfaction and feedback on incident and maintenance communication.\n\nContribution to the knowledge base.\n\nDevelopment Path\nThe role provides the basis for progression to the next support level (e.g. Senior/Advanced IT Support, 2nd/3rd level) with greater technical depth, broader decision-making scope, and increased responsibility for processes and knowledge transfer.","description_format":"text","description_chars":5638,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["EHR & Clinical Software","Practice Management 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