Technical Consultant

Overview

Provide L2/L3 remote technical support, implementation, upgrade and lifecycle services for Philips PerformanceBridge and Advanced Visualization solutions used by healthcare customers globally, working closely with customers and R&D teams to resolve escalations and reduce downtime.

What you'll do

• Provide L2/L3 remote technical support to global customers for Philips PerformanceBridge and Advanced Visualization solutions.
• Troubleshoot complex software, hardware, operating system, database, network and integration issues with minimal supervision.
• Perform remote upgrades, configuration changes, health checks, and operating system security patching in line with customer change-control requirements.
• Monitor system health periodically and work proactively to prevent or minimize unplanned downtime.
• Diagnose and resolve customer issues using logs, system metrics, application behavior, service tools, and structured problem-solving methods.
• Escalate product defects and complex technical issues to R&D and engineering teams with clear evidence, reproduction steps, logs, and business impact.
• Collaborate with Engineering and Global Support team to improve installation quality, support readiness, and future service requirements.
• Document findings, actions, root cause, customer communication, and resolution steps accurately in the relevant service systems.
• Support knowledge sharing through troubleshooting notes, best practices, lessons learned, and technical coaching for peers.
• Maintain a customer-first mindset while balancing technical quality, speed of resolution, compliance, and cost-effective solutions.

What you'll need

• Relevant technical degree or equivalent experience in Computer Science, Information Technology, Engineering, Healthcare IT, or a related discipline.
• Overall 6+ years of professional experience, including at least 2+ years in a medical device, healthcare IT, technical service, support, engineering, or QA environment.
• Strong experience troubleshooting software-based products in production environments while working against defined SLAs.
• Experience supporting enterprise applications deployed in customer data-center, virtualized, cloud, or hybrid IT environments.
• Hands-on experience with Microsoft Windows Server, Microsoft SQL Server, Active Directory, Group Policy, networking concepts, and common enterprise security practices.
• Experience using Linux for log analysis, command-line troubleshooting, service management, permissions, connectivity checks, and basic system administration.
• Flexible working hours and willingness to work in shifts to support 24x7 global customer operations.
• Excellent troubleshooting, analytical thinking, and problem-solving skills, with the ability to independently isolate root causes under limited supervision.
• Excellent written and verbal communication skills in English, including professional customer interactions, phone etiquette, and clear technical documentation.

Nice to have

• A background in Computer Science or IT is considered an advantage.
• Preferred experience in healthcare imaging or clinical informatics environments, including familiarity with radiology or cardiology workflows, DICOM, HL7, PACS, and hospital network environments.
• Practical experience with application log analysis, Windows Event Viewer, Linux shell commands, SQL queries, service/process analysis, and network troubleshooting tools.
• Understanding of backup and restore concepts, certificates, authentication mechanisms, firewalls, proxies, antivirus/security controls, and patch management practices.
• Experience preparing structured escalation packages for R&D teams, including timelines, environment details, logs, screenshots, observed behavior, and customer impact analysis.
• Experience contributing to knowledge articles, troubleshooting runbooks, operational handovers, and continuous service improvement initiatives.

Details

• Global role requiring flexibility to work any 40 hours in the week to support a 24x7 follow-the-sun operating model.
• Willingness to support critical customer situations outside normal business hours when required.
• Office-based teams work in-person at least 3 days per week.