L2 - Technical Support Analyst (Healthcare)

About the Role:

L2 Technical Support Specialist

You will act as a key point of contact for resolving application-related issues, collaborating with internal teams and vendors to ensure system availability and user satisfaction.

Key Responsibilities:

• Provide

  Level 2 support

  for clinical systems, resolving incidents, service requests, and escalations from L1 teams.
• Troubleshoot application issues, perform root cause analysis, and ensure resolution within agreed SLAs.
• Support users (clinical and administrative) with application usage, configurations, and minor enhancements.
• Coordinate with vendors and technical teams for complex problem resolution.
• Document solutions, contribute to knowledge base articles, and provide training where needed.
• Support system updates, patches, and validation activities under IT governance.
• Ensure compliance with healthcare regulations and data privacy standards.

Desired Knowledge (Hands-on experience with min 3 of the following):

• Insignia / Intellirad PACS (Picture Archiving and Communication System)

• IMS Maxims (Electronic Diagnosis Orders & Patient Administration Systems)

• Magentus RIS (Radiology Information System)

• Medilogik EMS (Clinical & Cardiology Reporting Solutions)

• CIMAR (Cloud-based Medical Image Exchange Platform)

• iQemo (Oncology Treatment Workflow Solution)

• IEP (Image Exchange Portal)

• eRS (Electronic Referral System)

Ideal Candidate Profile:

• 3 plus years

  of experience in

  Level 2 application support

  within a healthcare / clinical systems environment.
• Strong analytical and troubleshooting skills for healthcare IT systems.
• Good understanding of clinical workflows in radiology, oncology, and patient referrals.
• Familiarity with PACS, RIS, and EHR integrations.
• Experience with ITSM tools (e.g., ServiceNow, Jira) for incident & request management.
• Knowledge of healthcare compliance standards (e.g., GxP, Data Privacy) is desirable.
• Excellent communication skills with a customer-centric approach.
• Ability to work collaboratively in a multi-stakeholder environment.

• Preferred Qualifications:

  Bachelor’s degree in Life Sciences, Computer Science, Health Informatics, or related field.
• ITIL Foundation certification (optional but good to have).
• Basic understanding of DICOM, HL7 (advantageous but not mandatory).