Job Description

Executive / Senior Executive - IT Live Support (L1/L2 Support) Job Type: Full-Time Department: Information Technology Location: Bangalore Job Summary: We are seeking a proactive and knowledgeable IT Live Support Specialist to join our Aster Digital Health team. This role is critical in providing real-time technical support to healthcare professionals, patients, and internal users utilizing our digital health platforms. The ideal candidate will have strong technical troubleshooting skills, excellent communication abilities, and a customer-centric approach to resolve issues efficiently in a high-paced environment. Key Responsibilities: Real-Time Technical Support Provide live, first-level technical support to end-users, including healthcare providers, patients, and internal staff. Troubleshoot and resolve issues related to digital health applications, software, hardware, and network connectivity. Escalate complex issues to second-level support or relevant teams when necessary, ensuring timely follow-up. System Monitoring and Issue Resolution Continuously monitor system performance, identifying and resolving issues proactively to minimize downtime. Diagnose, document, and resolve software, hardware, or connectivity issues across the digital health platforms. User Training and Onboarding Assist in user onboarding by providing guidance on system usage and best practices. Conduct virtual training sessions or create support documentation to help users navigate digital health tools. Documentation and Reporting Maintain accurate logs of support requests, resolutions, and user feedback for ongoing improvement. Generate regular reports on common issues, user satisfaction, and areas for enhancement. Collaboration and Continuous Improvement Collaborate with IT, Product Development, and Quality Assurance teams to improve system performance and user experience. Provide insights from user interactions to inform product updates and identify recurring support issues for root-cause analysis. Required Skills and Qualifications: Education: Bachelor's degree in information technology, Computer Science, or a related field. Experience: Proven experience in a live IT support or helpdesk role, preferably within the healthcare or digital health industry. Familiarity with digital health systems, electronic health records (EHR), telehealth platforms, or similar healthcare technologies. Technical Skills: Proficiency in troubleshooting network, hardware, and software issues. Knowledge of system monitoring tools, remote support software, and customer relationship management (CRM) systems. Soft Skills: Strong verbal and written communication skills to explain technical issues to non-technical users. Excellent problem-solving abilities and attention to detail. Ability to work efficiently under pressure and manage multiple support requests. Preferred Qualifications: Familiarity with healthcare data security and compliance standards, such as HIPAA. Experience in a high-paced, customer-facing environment in the digital health sector.