IT Support Engineer (Healthcare)

IT Support & Operations

• Provide Level 1/2 (L1/2) support across clinic sites, including troubleshooting:

- Clinic Management System (CMS)

- Clinical/ Laboratory 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

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
• Troubleshoot network and infrastructure issues affecting clinical and laboratory systems
• Assist in audits, system reviews, and incident investigations in compliance with organisational and regulatory requirements (MOH, PDPA, HIA)
• Support endpoint security, antivirus/EDR, patch management and security monitoring activities
• Support IT security initiatives and recommend improvements to enhance system resilience and compliance

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
• Troubleshoot system integrations, including API connectivity between CMS, EMR, clinical systems and third-party applications
• Support the implementation and ongoing IT operations of new clinical and laboratory systems

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

The Experience and Expertise You'll Bring

• Diploma in Information Technology or related discipline, with at least 2 years of relevant experience
• Experience in healthcare IT, hospital, clinic, laboratory or other regulated environments is an advantage.
• Experience supporting CMS, clinical or laboratory systems, IVF/fertility systems experience
• Strong analytical, problem-solving, and communication skills
• Ability to work in a fast-paced, team-oriented environment
• Experience in IT administration (system maintenance, user management) preferred
• Self-motivated with a willingness to learn and improve technical skills