Job Code: JPC- 6278
Job title: Senior IT Field Technician
Job Location: Dubai
Job Summary
The
Senior Field Tech Support is responsible for providing on-site technical assistance to end users, ensuring the 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 with on-site support, diagnostics, incident resolution, and coordination with the central IT Helpdesk.
Key Responsibilities
- Travel to healthcare facilities to provide hands-on technical support to caregivers, staff, contractors, and end users.
- Diagnose and resolve issues related to end-user devices, peripherals, and clinical technologies, including printers, card readers, IPTV, telephones, kiosks, barcode scanners, wristband printers, label printers, signature pads, dictation systems, and medical devices.
- Support Electronic Medical Record (EMR) systems such as Oracle Health (Cerner).
- Troubleshoot issues affecting clinical workflows, nursing stations, physician workstations, and ancillary departments in collaboration with application teams.
- Support the integration of medical devices with healthcare systems by monitoring and resolving connectivity and data transmission issues.
- Coordinate with Biomedical Engineering, vendors, and application teams.
- Participate in testing and validation activities for new medical device implementations.
- Install, configure, upgrade, maintain, and repair hardware, software, end-user devices, and peripherals to ensure optimal performance and availability.
- Assist with network-related issues, including connectivity troubleshooting, Wi-Fi support, and basic network configuration.
- Monitor ticket queues and service performance metrics.
- Escalate complex issues to Level 2/Level 3 support teams, managed service providers, and vendors as required.
- Support workstation refreshes, departmental relocations, infrastructure deployments, EMR implementations, system upgrades, optimization initiatives, facility expansions, new site openings, cutover activities, and user-readiness programs.
- Communicate effectively with users to understand technical issues.
- Provide technical guidance and basic training on IT equipment, applications, and supported technologies.
- Maintain accurate service records, technical documentation, knowledge articles, asset inventories, and storeroom inventory.
- Ensure IT equipment and systems comply with organizational security policies, healthcare regulations, and operational standards.
- Identify recurring issues, recommend process improvements, and contribute to enhancing IT service quality and customer satisfaction.
- Prepare operational reports and collaborate with Clinical Applications, Infrastructure, Biomedical Engineering, vendors, and business stakeholders to support ongoing IT operations and strategic initiatives.
Technical Skills
- Microsoft Windows Server and Desktop Operating Systems
- Microsoft 365
- Active Directory
- Microsoft Entra ID (formerly Azure AD) Preferred
- Endpoint Management Solutions
- TCP/IP
- DNS
- DHCP
- VLANs
- Wireless Networking
- Network Troubleshooting
- Clinical Device Integrations
- Healthcare Interoperability Concepts
- Clinical Workstation Support
- Incident, Change, and Problem Management Processes
Qualifications
- Bachelor's degree or Diploma in Information Technology, Computer Science, Information Systems, or a related discipline.
- 5 8+ years of IT support experience.
- Minimum 3 years of experience in a healthcare or hospital environment.
- Experience supporting enterprise EMR systems.
- Experience providing technical leadership within IT operations.
Skills & Competencies
- Bachelor's degree or diploma in IT or a related field (or equivalent experience).
- ITIL Foundation certification preferred.
- Strong customer service orientation.
- Excellent analytical and troubleshooting skills.
- Ability to work effectively under pressure in patient-care environments.
- Strong leadership and mentoring capabilities.
- Excellent verbal and written communication skills.
- Ability to prioritize critical incidents impacting patient safety.
- Strong documentation and reporting skills.
Working Conditions
- 24/7 healthcare environment.
- On-call rotation and after-hours support required.
- Multi-site healthcare facility support as needed.
- Frequent movement across day surgery units, outpatient clinics, operating rooms, inpatient wards, and administrative offices.
- May occasionally lift and transport IT equipment
