IT Helpdesk Technician

IT Helpdesk Technician

About

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TMC

• Telemedicine Clinic (TMC) is Europe's leading teleradiology provider. TMC pioneered teleradiology services in Europe when it was founded back in 2002 and has since become a vital partner for more than 120 radiology departments in the UK, Sweden and Denmark.

TMC is now part of the Swiss-based Unilabs group. Unilabs runs 90 imaging centres and together with TMC reports 3 million radiology cases as well as 1 million histopathology cases per year. Overall, the group employs 500 radiologists and 200 pathologists and is active in 15 countries.

Besides its scale and track record, we like to think that what's most special about TMC is its culture. Many people say that TMC has the feel of a thriving start-up and they are surprised at how kind and caring we are when dealing with each other and our business partners. If you are interested, you can learn more about our culture in our TMC Culture Book[1]TMC is also a founding member of the Conscious Capitalism movement in Spain.

The

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Opportunity and Organi s ational Context

• We are looking for a Helpdesk Technician for TMC's headquarters in Barcelona. The IT team at TMC is distributed geographically, with staff based in Spain, UK and Australia. This setup allows support to be provided around the clock. The Helpdesk Technician reports to the Helpdesk and Support Lead.

Mission Department and Position:

• The IT department's mission is to implant, maintain and support all the different technologies required to facilitate all the links (medical and non-medical) involved in patient care. The Helpdesk Technician receives and prioritises support requests which come from users based in any of the company offices as well as remote users.

Where needed, the Helpdesk technician escalates issues to the corresponding IT Support Engineer, the RISPACS Administrator or the software developers. The Helpdesk Technicians participate in the shift rota which ensures there is continual service from 0700: to 22:00 CET Monday to Friday.

Key Tasks and Responsibilities

User

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Support

• Using the Helpdesk system to receive all issues reported from users in the company
• Classifying and prioritising each ticket
• Resolving issues and documenting resolution details
• Managing end user expectations

Hardware & Inventory

• Installation, configuration, and shipment of workstations, and keeping corresponding inventories updated
• Installation/replacement of hardware components such as hard drives, graphics cards, network cards, etc.

IT Infrastructure & Teleradiology Systems

• Receive and prioritise all issues received regarding IT infrastructure and Teleradiology workflows
• Ensuring all relevant information has been collected and documented before escalating issues to the IT Support Engineers, the IT RISPACS Administrator, or SWDEV, where relevant

Onsite support for the local office

• Hands on support where needed, at the local office
• Scheduling, where possible, any issues and requests which may imply hands on work at the local office

Education, Experience, Knowledge, and Skills: English & Spanish

• Good level of English and Spanish languages, both written and spoken. Desirable languages, other than English: Swedish, Danish, French, Norwegian and German, although these are not mandatory

Technical Support

• At least 2 years of technical support experience
• Supporting users in an Active Directory environment, with Windows Desktop
• Installing and replacing hardware components (video cards, hard drives, etc)
• Microsoft 365

IT

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Infrastructure

• VOIP, PBX
• Networking, LAN, Wifi

Healthcare Industry background

• Whilst not mandatory, a technical background within healthcare, is desirable, including:

• RIS

• PACS

• HL7

• DICOM

Quality & Regulations

• It is desirable to have experience working in highly regulated environment. TMC's processes are certified ISO9001, 27001, and 27701 and this trickles down to all aspects of the company, including the IT department
• Experience in ITIL is desirable

Required Role based Competences: Team Player

• Although the IT Team at TMC works together in order to support, manage and maintain the company IT infrastructure, it is distributed over three countries with teammates working in different time zones. To overcome these challenges, mutual trust and reliability are crucial.

Independent Problem Solver

• Ability to identify issues and problems and generate solutions using appropriate alternatives based on root cause analysis, in an independent manner, and without direct supervision or support. Able to take ownership of assigned tasks and projects.

Communication Skills

• A good command of language, a clear thought process, and able to find appropriate vocabulary and style for different audience, from local and remote users requiring technical support, to highly technical profiles, such

Education, Experience, Knowledge, and Skills: English & Spanish

• Good level of English and Spanish languages, both written and spoken. Desirable languages, other than English: Swedish, Danish, French, Norwegian and German, although these are not mandatory

Technical Support

• At least 2 years of technical support experience
• Supporting users in an Active Directory environment, with Windows Desktop
• Installing and replacing hardware components (video cards, hard drives, etc)
• Microsoft 365, It is desirable to have experience working in highly regulated environment. TMC's processes are certified ISO9001, 27001, and 27701 and this trickles down to all aspects of the company, including the IT department
• Experience in ITIL is desirable

Required Role based Competences: Team Player

• Although the IT Team at TMC works together in order to support, manage and maintain the company IT infrastructure, it is distributed over three countries with teammates working in different time zones. To overcome these challenges, mutual trust and reliability are crucial.

Independent Problem Solver

• Ability to identify issues and problems and generate solutions using appropriate alternatives based on root cause analysis, in an independent manner, and without direct supervision or support. Able to take ownership of assigned tasks and projects.

Communication Skills

• A good command of language, a clear thought process, and able to find appropriate vocabulary and style for different audience, from local and remote users requiring technical support, to highly technical profiles, such

Telemedicine Clinic (TMC) is Europe's leading teleradiology provider. TMC pioneered teleradiology services in Europe when it was founded back in 2002 and has since become a vital partner for more than 120 radiology departments in the UK, Sweden and Denmark. TMC is now part of the Swiss-based Unilabs group. Unilabs runs 90 imaging centres and together with TMC reports 3 million radiology cases as well as 1 million histopathology cases per year. Overall, the group employs 500 radiologists and 200 pathologists and is active in 15 countries. Besides its scale and track record, we like to think that what's most special about TMC is its culture. Many people say that TMC has the feel of a thriving start-up and they are surprised at how kind and caring we are when dealing with each other and our business partners. If you are interested, you can learn more about our culture in our TMC Culture Book[1]TMC is also a founding member of the Conscious Capitalism movement in Spain.