The IT Support Engineer provides end-user support, maintains IT systems and infrastructure, and supports clinic operations across multiple sites. The role includes Clinic Management System (CMS) application support, basic SQL/database troubleshooting and API integration support to ensure seamless system connectivity.
This position involves hands-on troubleshooting, system administration and close collaboration with internal stakeholders and vendors to ensure reliable and secure IT operations.
Key Responsibilities
1. IT Support & Operations
- Provide Level 1 (L1) support across clinic sites, including troubleshooting:
- CMS systems End-user computing (EUC) devices, including workstations, mobile devices, printing/scanning devices and VoIP/digital telephony systems
- Wireless access points and network connectivity
- Manage IT helpdesk tickets and ensure resolution in accordance with service level agreements (SLAs)
- Support multiple clinic sites, including onsite assistance when required
- Support clinic setup, relocation and decommissioning activities
- Conduct user training and maintain IT documentation
- Maintain IT asset inventory and track software license renewals
Develop and continuously improve IT documentation, SOPs and knowledge base articles
2. Infrastructure & Security Support
- Support and maintain IT infrastructure, including firewalls, networks, servers, NAS and security systems
- Perform system administration tasks including backups, patching, updates and monitoring of system alerts and logs
- Assist in audits, system reviews and incident investigations in compliance with organisational and regulatory requirements (MOH, PDPA, HIA)
- Troubleshoot system integrations, including API connectivity between CMS and third-party applications
- Support IT security initiatives and recommend improvements to enhance system resilience and compliance
3. Systems & Project Support
- Support system migrations, clinic transitions and data validation activities, working with users and vendors
- Collaborate with internal teams and vendors to troubleshoot issues and implement system enhancements
- Assist in application deployments, testing, rollouts and user training
- Support API integration testing and validate data flows during system upgrades and deployments
Requirements
- Diploma in Information Technology or related discipline, with at least 2 years of relevant experience
- Experience in supporting and administering Clinic Management Systems (CMS)
- Healthcare industry experience is an advantage
- Strong analytical, problem-solving and communication skills
- Ability to work in a fast-paced, team-oriented environment
- Working knowledge of SQL databases
- Basic understanding of APIs (RESTful services), including testing and troubleshooting integrations
- Experience in IT administration (system maintenance and user management) preferred
- Self-motivated with a willingness to learn and improve technical skills
Additional Information
- Standby support for evening and weekend clinic operations may be required on a rotational basis
- Perform other IT-related duties as assigned in line with operational and business needs
