Primary Objective of the Position

The IT Lead is responsible for performing hardware and software troubleshooting, Automation software installation, configuration and upgrade based on customer’s workflow and need.

He assists and coaches TSS (Technical Service Specialist) and TSO (Technical support operator) providing second level support on IT and driving the Customer Service organization to improve software automation skills.

Core Job Responsibilities

• In Collaboration with Project manager and Service Manager he/she is responsible for the installation and configuration of server (physical or virtual) and software.
• Apply software upgrade for the new version release.
• Carry out maintenance of server and software database ensuring efficiency, performance and uptime of the systems. Perform monitoring of systems, applying service metrics and KPIs.
• Carries out pro-active investigations into the proper functioning of our solutions.
• Carries out joint activities with third-party suppliers when needed in view of the malfunctions identified (e.g. integration with third-party software, LIS providers etc..).
• Support customers in case of IT issues which are related or linked to Abbott software (e.g TWM, DMS, communication with LIS etc.)
• Discuss with the customer about the workflow of the automation
• Perform automation implementation and configuration based on customer’s needs
• Provide second level support for TSO and TSS
• Improve the software automation skills in Customer Service (TSS/TSO)
• Ensure the achievement of Customer Satisfaction NPS scores

Educational Background

• Bachelor’s degree or equivalent experience required. Bachelor’s degree Informatics is preferred.

Minimum Requirements / Experience

• 5+ years in similar role (sys admin and engineering), knowledge of IT environment in Healthcare Institutions. Knowledge of IT solutions for IVD (LIMS, LIS, middlewares) is highly appreciated.
• Good knowledge VMware, Hyper-v (all version)
• Good knowledge of networking and security related topics. Experience on switch hp/cisco, firewall Sonicwall Zyxell is appreciated.
• Good knowledge of DBMS platforms: OracleDB, MySQL
• Experience with hardware installation: server rack, nas, san.
• Good knowledge of DMS (TLA/LAS) is highly appreciated
• Must be result-orientated and able to work in a team environment.
• Excellent spoken and written communication skills.
• Ability to identify and drive resolution of issues
• Valid driving license.
• Languages: English

REPORTING:

Reports directly to the Italy I&I Manager