Overview
M42 is a global health champion powered by artificial intelligence (AI), technology and genomics to advance innovation in health for people and the planet. Headquartered in Abu Dhabi, M42 combines its specialized, state-of-the-art facilities with integrated health solutions like genomics and biobanks, and harnesses advanced technologies to deliver precise, preventive and predictive care, to disrupt traditional healthcare models and positively impact lives globally.
Abu Dhabi Telemedicine Centre (ADTC) is the centralized call center for the M42 network, serving as a seamless point of access for patients across the UAE and beyond. By connecting individuals with the right care at the right time, ADTC ensures efficient coordination, appointment scheduling, and responsive support across M42's world-class hospitals and clinics. With its team of dedicated professionals and advanced telecommunication systems, the Centre enhances patient experience, streamlines service delivery, and reinforces M42's commitment to accessible, patient-centric healthcare.
The Field Tech Support is responsible for providing on-site technical assistance to end users, ensuring smooth operation of IT hardware, software, and network systems under supervision.The role acts as the local hands and eyes for the Clinical and Infrastructure managed services team, assisting in on-site support, diagnostics, incident resolution, and coordination with the central IT Helpdesk.
Responsibilities
- On-Site Support: Traveling to M42 asset locations to provide hands-on assistance and technical support to caregivers/contractors.
- Technical Troubleshooting: Diagnosing and resolving technical issues with the end-user devices and their peripherals such as printers, card readers, IPTV, telephones, kiosks, etc., basic clinical/business applications support and Biomed devices.
- Installation and Setup: Installing, configuring, and setting up hardware and software as required.
- Maintenance: Performing routine maintenance, repairs, and updates to ensure optimal performance of end-user devices.
- Customer Interaction: Communicating effectively with customers to understand their needs, provide solutions, and offer guidance.
- Documentation: Maintaining accurate records of service calls, repairs, and support provided. And also maintain the UpToDate inventory and store room management.
- User Training: Providing basic training to end-users on using IT equipment and basic application effectively.
- Quality Assurance: Ensuring the quality of service and adherence to company standards. Manage working with and delivering on strict SLA's
- Reporting: Providing regular reports on field activities, issues encountered, and solutions implemented.
- Project Support: Ad hoc support for the project teams and department movements.
- Network Support: Assisting with network-related problems, including connectivity issues, Wi-Fi setup, and basic network configurations.
- Security Compliance: Ensuring that all IT equipment and systems comply with the IT Security policies and guidelines.
- Collaboration: Collaborating with the L2 and L3 tam to escalate and resolve complex technical issues in coordination with managed services team and other vendors for IT Operations services
Qualifications
- Bachelor's degree or diploma with IT or related field (or equivalent experience).
- ITIL Foundation certification preferred.
