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Software Engineer
Position: Location: Salary: Type:
Software Engineer Turkey Competitive Permanent

Job description:

The Software Support Engineer is the primary contact for company customers and is responsible for troubleshooting, technical guidance and general IT and system support to customers primarily in Turkey. The role requires a pro-active and customer-orientated strong service minded attitude, excellent analytical thinking, and problem-solving skills and a systematically and structured mindset.

The jobholder will ideally be in and around Istanbul.

Major responsibilities include:

  • Assist, troubleshoot and provide technical guidance and support to our customers primarily in Istanbul, although some travel to Turkey & other countries.
  • Ensure detailed records of service work is correctly entered into the company information systems and ensure accurate updated customer information is available to other company parties.
  • Track support issues, bugs, and feature requests, working with the escalation team and developers as needed.
  • Support, troubleshoot, diagnose and repair of IT systems/Oncology Information Software.
  • Pro-Active support through the means of monitoring systems.
  • Further dispatch or escalate incidents when needed to the next service levels or request additional assistance from specialists.
  • Constant training to gain and maintain a sound service and product knowledge.
  • Documenting all service activities into the CRM system.
  • Support in rolling out new pro-active service tools and processes.
  • Interface with company customers on site visits and work with remote support/remote access tools to assist with troubleshooting and resolving customer issues.
  • Update documentation in our Knowledge Base with technical guides and tips.
  • Maintain a high degree of professional knowledge and safety consciousness according to company guidelines in order to perform activities under the safest working conditions.

Experience and skills:

  • Strong customer service skills, written and verbal communication skills, and customer empathy demonstrated by previous successful experience in a similar role, ideally within Medical Device or Technology.
  • Graduate of a Technical Institute in a related discipline e.g. medical informatics, computer science or related field (or appropriate professional qualification and experience).
  • Excellent communication skills in written and spoken English is a plus.
  • Comprehensive technical knowledge and experience in maintaining complex IT Solutions (VMWare/Nutanix, Microsoft Windows based Client/Server Solution, Citrix, Microsoft SQL Databases, ARCserve/Veeam Backup solution and TCP/IP based Network components)
  • IT certificates are an asset (CCNA, MCSA, Citrix, VMware…).
  • Medical Device experience is preferable.
  • Valid Driving license.
  • Frequent use and application of technical documentation, standards, principles, concepts, and techniques in the field.
  • Sound knowledge and troubleshooting skills in both hardware and software products.
  • Knowledge of IT service management concepts and frameworks such as ITIL.
  • English is the primary language used within our company and our customers. Written and verbal English proficiency is a requirement.
  • Completed National Service (If Applicable).
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