Location: Hyderabad / Remote, India | Experience: 1–3 years | Shift: 167 / 247 rotational.
Role Summary
Provide L1 monitoring, incident triage and basic remediation for European/German customers. Robust German and English communication is required.
Key Responsibilities
Monitor alerts using NinjaOne, WatchRTC, Datadog and Assets/CMDB.
Perform L1 troubleshooting for devices, connectivity, imaging workflows and telemetry.
Execute basic fixes using approved SOPs/runbooks and escalate complex issues to L2.5.
Manage incidents and requests in Jira Service Management (JSM).
Support US Healthcare/Radiology settings, including RIS/HIS, PACS and DICOM workflows.
Provide customer support in German and follow ITIL-aligned processes.
Maintain accurate ticket documentation and follow defined role boundaries.
Mandatory Skills
German proficiency – B2+, spoken and written.
1–3 years in L1 Support, Service Desk, NOC or Technical Support.
Basic networking knowledge: IP, latency, VPN and firewall fundamentals.
Experience with monitoring tools such as NinjaOne, Datadog, Zabbix or SolarWinds.
Solid troubleshooting, documentation and multitasking skills.
Nice to Have
Healthcare IT / medical device experience.
ITIL Foundation certification.
AWS/GCP awareness.
Experience in 167 / 247 support environments.