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 needs.
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 the Project Manager and Service Manager, he/she is responsible for the installation and configuration of servers (physical or virtual) and software.Apply software upgrades for new version releases.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.Carry 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 in Informatics is preferred.
Minimum Requirements / Experience:5+ years in a similar role (sysadmin and engineering), knowledge of IT environment in Healthcare Institutions.Knowledge of IT solutions for IVD (LIMS, LIS, middlewares) is highly appreciated.Good knowledge of VMware, Hyper-V (all versions).Good knowledge of networking and security-related topics.Experience with switches (HP/Cisco), firewalls (SonicWall, Zyxel) is appreciated.Good knowledge of DBMS platforms: Oracle DB, MySQL.Experience with hardware installation: server rack, NAS, SAN.Good knowledge of DMS (TLA/LAS) is highly appreciated.Must be result-oriented 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.
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