Customer Support Consultant

IT Support Technical Call Center Agent

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Join Our Team: IT Support Technical Call Center Agent Are you a tech-savvy problem-solver with an agile mindset and a passion for providing exceptional user support? We are looking for a dedicated IT Support Technical Call Center Agent to join our dynamic team! Location: Thailand Employment Type: Full-time The Opportunity In this crucial role, you will be the first point of contact for our users, troubleshooting and resolving technical issues related to our IT infrastructure, including specialized Hospital Information Systems (HIS) and Laboratory Information Systems (LIS). If you thrive in a fast-paced environment and are committed to minimizing end-user disruption, we want to hear from you. What You'll Do (Key Responsibilities): Provide first-level technical support via phone, email, and chat for IT infrastructure, HIS, and LIS issues. Systematically troubleshoot hardware, software, and network problems to identify root causes and implement effective solutions. Document all support activities accurately in our ticketing system. Collaborate with other IT teams for complex escalations. Communicate technical information clearly to users of all proficiency levels. Apply an agile mindset to adapt to changing priorities and contribute to process improvement.

• Provide first-level technical support via phone, email, and chat for IT infrastructure, HIS, and LIS issues.
• Systematically troubleshoot hardware, software, and network problems to identify root causes and implement effective solutions.
• Document all support activities accurately in our ticketing system.
• Collaborate with other IT teams for complex escalations.
• Communicate technical information clearly to users of all proficiency levels.
• Apply an agile mindset to adapt to changing priorities and contribute to process improvement.

What You'll Bring (Qualifications): Proven experience in IT support or a technical call center environment. Strong knowledge of IT infrastructure, networks, servers, and operating systems. Experience with HIS and LIS is highly desirable. Excellent communication and problem-solving skills. Familiarity with agile principles. Relevant certifications (e.g., CompTIA A+, ITIL, or specific HIS/LIS certifications) are a plus.

• Proven experience in IT support or a technical call center environment.
• Strong knowledge of IT infrastructure, networks, servers, and operating systems.
• Experience with HIS and LIS is highly desirable.
• Excellent communication and problem-solving skills.
• Familiarity with agile principles.
• Relevant certifications (e.g., CompTIA A+, ITIL, or specific HIS/LIS certifications) are a plus.

Why Join Us (Benefits): Competitive salary and comprehensive benefits package. Opportunities for continuous professional growth and development. A supportive, collaborative, and fast-paced work environment. Access to the latest industry technology and tools.

• Competitive salary and comprehensive benefits package.
• Opportunities for continuous professional growth and development.
• A supportive, collaborative, and fast-paced work environment.
• Access to the latest industry technology and tools.

If you are ready to make a significant difference in the healthcare IT sector, we encourage you to apply! How to Apply: Please submit your resume and cover letter outlining your relevant experience and qualifications to: Roche Diagnostics (Thailand) LTD.

Roche is an Equal Opportunity Employer.