Job Description
In this role, you have the opportunity to
Be a part of the Global L2 TSS team. You should be a subject matter expert who provides detailed support to incident team for the resolution of escalated cases. Work on problem management process to prevent Incidents from happening and to minimize the impact of Incidents that cannot be prevented
You are responsible for
Bring support-services thinking and mind-set into all aspects of problem escalations
Become key partner with our SCS team for continually L2 competency enhancements
Good understanding on Information technology components
Analyzing & troubleshooting various hardware components (compute/storage/Network) issues quickly and effectively that can be administered remotely
Work with Health Care Information Technology Products and Infrastructure
Make the most of your technical and analytical skills to troubleshoot IT solutions at any level (HW, SW, Database, Network)
When required escalating to R&D keeping the Incidents technical responsibility during escalation phase.
Work cooperatively with Service Innovation team to help building a commercialized solution to be deployed
Work cooperatively with other technical teams within the region to provide tools and processes to help preventing common problems.
Collect technical information and execute population of the Known Error Database.
Address complex problems within multi-departments and/or cross-functional areas.
Monitor incoming case volumes and react to problem trends and critical issues by working with the Incident managers to develop a resolution plan.
You are a part of
You will be part of global L2 TSS team, and you are expected to support NA customer based on the follow the sun model.
To succeed in this role, you should have the following skills and experience
University Degree/Master Degree or equivalent in IT, technical field, or a related field
In return, we offer you
A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.
Why should you join Philips?
Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.
To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.
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