In this role, you will have the opportunity to: Provide direct IT support for customer inquiries, issues, and installations related to the AQURE data management product. Engage directly with customers to understand their IT needs and requirements, ensuring the development and delivery of tailored solutions that meet their business objectives and enhance their satisfaction. Develop and maintain standard operating procedures for IT delivery within the LATAM region to ensure consistency and quality. Monitor and enhance service delivery models and current support requests, focusing on efficiency and customer satisfaction. The essential requirements of the job include: Proven experience in providing healthcare IT support, managing customer inquiries, resolving issues, and handling installations. Demonstrable expertise in developing, implementing, and maintaining standard operating procedures for IT delivery, ensuring consistent quality. Strong background in monitoring and improving service delivery models to enhance IT support and customer satisfaction, with a focus on efficiency and effectiveness. Ability to manage multiple support requests simultaneously, prioritizing tasks and allocating resources effectively to meet deadlines and objectives. Experience working in a multinational and diverse environment, with strong interpersonal skills to manage and collaborate with teams across different cultural backgrounds and business practices. It would be a plus if you also possess previous experience in: Extensive experience with hospital IT systems, including Laboratory Information Systems (LIS) and Electronic Health Records (EHR), with a focus on integrating IT solutions within clinical workflows and ensuring data integrity. Experience with Microsoft servers, SQL queries, MS reporting server, Report builder Javascript and Power BI. Demonstrated ability to strategically address IT-related challenges in clinical settings, enhancing operational efficiency and compliance with healthcare regulations. Proven track record of successfully collaborating with clinical staff and third-party vendors to optimize IT service delivery and improve patient care outcomes. Formal IT education through a university or any vocational qualification