Job Description

The MIS Site Support role is responsible for providing on-site IT and systems support to ensure the smooth day-to-day operation of business applications, hardware, and network services. The role serves as the first point of contact for technical issues within the facility, ensuring minimal disruption to hospital operations.

Roles and Responsibilities

• • • Provide first-line MIS support and maintenance within the facility, including application support for CARE21, MCare21 CALIMS, EMRD, PACS, Asset 360, CALM (Care21 Lite Mobile), PEP (Patient Portal), Oracle ERP, and any newly introduced systems.
    • Support and maintain IT peripherals and software applications, including printers, Microsoft Office applications, scanners, and related equipment.
    • Perform basic database support and maintenance in accordance with guidance from the DBA and software maintenance teams.
    • Provide basic IT infrastructure support and maintenance, including servers and network components, following guidance from the Infrastructure team.
    • Conduct daily system health checks and monitoring of servers, networks, storage systems, and backup processes.
    • Maintain the day-to-day operations of hospital IT systems and network services.
    • Provide Level 1 support for PCs, hardware, software, and network-related issues, escalating incidents to the relevant support teams, Team Leader, or Manager – MIS Support when necessary.
    • Support and maintain the organisation’s internal IT infrastructure and end-user computing environment.
    • Ensure all end-user requests and incidents are logged accurately in the IT ticketing system, with timely escalation to second- or third-level support teams where required.
    • Take ownership of IT tickets raised by the assigned hospital and follow up diligently with Group Support, Infrastructure, Implementation, Software Development, and DBA teams until resolution.
    • Conduct monthly reviews of ticket status and SLA performance, and present findings to IT Managers and Heads of Department within the hospital.
    • Manage IT hardware assets, including servers, network switches, access points, UPS devices, desktops, laptops, and peripherals, ensuring preventive maintenance activities are completed as scheduled.
    • Maintain and monitor IT fixed asset records.
    • Monitor antivirus protection across servers, desktops, and laptops to ensure all devices remain protected and updated.
    • Track software versions, upgrades, and licensing requirements.
    • Assist in conducting Key User Training (KUT), End User Training (EUT), and training sessions for doctors.
    • Support the preparation of Software Requirements Specifications (SRS) for system enhancements.
    • Conduct Software Integration Testing (SIT), User Acceptance Testing (UAT), and support patch deployment activities for Hospital Information Management Systems (HIMS).
    • Ensure compliance with IT SOPs, maintain IT operational checklists, and support annual IT SOP audits in accordance with Columbia Asia hospital practices.
    • Assist with the annual IT budgeting process in collaboration with Heads of Department and Management Office representatives.
    • Support month-end reporting requirements for Finance and other relevant departments.
    • Participate in ad hoc projects, initiatives, and assignments across Columbia Asia.
    • Perform any other duties as assigned by the Manager, MIS Support or Team Leader, MIS Support.

Qualification and Education Requirement

• • • Diploma or Degree in Computer Science, Information Technology, or an equivalent qualification.
    • Minimum of 2–3 years’ experience in an IT support-related role.
    • Good technical knowledge of PCs and laptops running Windows 10 and Windows 11, including hardware and peripheral devices.
    • Working knowledge of LAN/WAN environments, Microsoft SQL Server 2018/2019, Windows Server 2016/2019, Microsoft 365, OneDrive, Veritas Backup, SCCM, CrowdStrike Antivirus, Active Directory, Microsoft networking, TCP/IP, SQL Server, load balancers, and firewall technologies would be an advantage.
    • Willingness to travel and provide support to other Columbia Asia hospitals when required.
    • Able to work on a shift basis.
    • Willing to participate in a 24-hour, 7-day on-call support rota.
    • Positive attitude with a proactive approach to work, strong attention to detail, and the ability to work effectively as part of a team.
    • Strong problem-solving skills with the ability to prioritise tasks and respond with urgency.
    • Proficient in Microsoft Excel and PowerPoint.
    • Able to prepare and deliver presentations on IT KPIs and quality indicators during monthly meetings with hospital Heads of Department.