IT Customer Support Lead (PACS / RIS / VNA) (HealthCare Provider)

About the Role

APEX Resources is seeking an IT Customer Support Lead (PACS / RIS / VNA) to join their team in Riyadh, Saudi Arabia. This full-time role involves supporting advanced Enterprise Imaging solutions across Radiology and Cardiology domains within a healthcare provider setting. The successful candidate will also serve as a Resident Engineer at selected customer sites for the duration of contractual periods.

Role Overview

This position is responsible for the full lifecycle management of critical healthcare IT applications, including RIS, PACS, VNA, and system integrations. The primary objective is to ensure system stability, operational excellence, and high customer satisfaction. The role requires 2-5 years of experience in a relevant field.

Key Responsibilities

• Lead and manage the installation, configuration, and commissioning of healthcare IT systems, including RIS, PACS, Archiving, VNA, integrations, and third-party applications and hardware.
• Provide both onsite and remote technical support to customers, ensuring high system availability and quality service.
• Troubleshoot technical issues, perform root cause analysis, and coordinate with internal and global support teams for resolution.
• Act as the primary technical point of contact for customer incidents and service requests.
• Conduct regular system health checks to proactively identify and mitigate potential risks.
• Fulfill contractual obligations as a Resident Engineer onsite, aligning with customer expectations and schedules.
• Support project activities such as site surveys, go-lives, system upgrades, and data migrations.
• Manage customer communication during critical events and lead retrospective meetings.
• Drive projects aimed at improving support-related processes and enhancing the customer's technical support experience with minimal supervision.
• Handle day-to-day operations and provide support to customers in their daily use of Healthcare IT applications.
• Review customer feedback, compile and analyze support data, and recommend appropriate technical changes.
• Maintain accurate documentation, reporting, and knowledge sharing in accordance with company standards.
• Drive continuous improvement initiatives to enhance support processes and overall customer experience.

Experience and Qualifications

• 2-5 years of experience in IT customer support, preferably within a healthcare provider environment.
• Demonstrated experience with healthcare IT systems such as RIS, PACS, and VNA.
• Proven ability to manage critical healthcare IT applications throughout their lifecycle.
• Strong technical troubleshooting and root cause analysis skills.
• Experience in leading and mastering aspects of system installation, configuration, and commissioning.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role involves both onsite presence at customer locations as a Resident Engineer and remote support activities, requiring flexibility to meet contractual obligations and customer schedules.

Application Process

Candidates interested in this role are encouraged to apply. Salary details will be discussed during the interview process.