Job Title The purpose of this role is to provide advanced first-line remote technical support to customers, receiving and registering requests or problems from various media channels. The successful candidate will accurately document service records, own the customer's case, and act as an escalation initiator on customer service escalations. Key Responsibilities: - Provide remote technical support to customers, communicating solutions or actions in accordance with regulatory guidelines. - Receive and register requests or problems from all media channels. - Accurately document service records, including diagnostics, resolution, test procedures, and case status using the service management system. - Own the customer's case, ensuring the correct knowledge and diagnostics are captured for first-time resolution when the field engineer attends the site. - Act as escalation initiator on customer service escalations, providing clear escalation descriptions of steps taken for resolution/troubleshooting. Requirements: - Experience with incident resolution and ticket management. - Technical skills on OS (Windows Server 2008-2019). - Basic networking understanding (VLAN, load balancer, switches). How We Work Together We believe that we are better together than apart. Field roles are most effectively performed outside of the main facilities, typically at the customers' or suppliers' locations. About Philips We are a health technology company committed to ensuring everyone has access to quality healthcare.