Application Support Engineer
Application Support Engineer
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Job Description
Harris Health Alliance (HHA) a Harris Computer company are currently recruiting for an Application Support Engineer on a permanent fulltime hybridworking basis. The expectation will be that you report to the Plymouth office at least twiceaweek and the remainder working remotely there is also the option of being based fulltime in the office if preferable.
The Application Support Engineer will join our Maternity brand K2 Medical Systems. This is an established role within the business and you will become part of a growing team that supports our cloudbased healthcare applications within Maternity with new products and services currently being onboarded its an exciting opportunity to help develop the role in the business.
The Application Support Engineer will be the first port of call with customers and will be responsible for ensuring theirissues are triaged progressed investigated updated and managed within the product SLAs. Where possible. youll resolve the issue and work with the wider team on root cause analysis including reproduction of issues internally and liaising with our Engineering team regarding any software defects.
Position & Responsibilities
In performing this role your core duties and responsibilities will include but will not be limited to:
- Managing the support of customer issues using the ITSM tool phone and email as required
- Implementing first line fixes where possible
- Contributing to our knowledge base writing articles to help others both internally and externally
- Assessing and triaging service desk tickets according to issue type in line with SLAs and escalating where applicable
- Providing a consistent and efficient support experience to all customers maintaining high standards of service
- Identifying the minimum dataset for investigation and resolution through communication with customers.
What we are looking for
- A strong customer service ethos and excellent relationship management skills
- Solid analytical troubleshooting and diagnostic skills
- Ability to work well as an individual and as part of a team
- Good working knowledge of MS Office applications (i.e. Outlook Word Excel Project and Visio)
Desirable (but not essential)
- Existing knowledge of NHS and Government domains/products would be beneficial
- Existing knowledge of Networking would be beneficial
- Existing knowledge of Web Servers would be beneficial
- Experience of working within a Quality System
- Experience of Electronic Patient Record systems
- Experience with SQL (Oracle SQL Server and PostgreSQL) to support debugging querying and data updates
- OS troubleshooting skills and experience (Windows Server 2012/2016/2019 Kubernetes and some Linux)
- Knowledge/experience of deploying to and/or managing cloud service environments e.g. Microsoft Azure
Note: Regarding travel as part of this role it is an expectation that at times you may need to attend a customers premises in performing this position.
About HHA
HHA is a collaboration of companies all working to provide software services to healthcare and government agencies. With specialist brands focusing on Maternity Genetics and health integrations.
Working at HHA will provide you with a competitive edge in your career and offer excellent growth opportunities. You will be an important member of our inclusive team and supported by our technical experts to develop the role and your own personal abilities.
At Harris we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.
Benefits
Harris offers an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting 325 per annum/pro rata.
Supporting your application
Our recruitment process will comprise of interviews and at times a written exercise an assessment day and/or a presentation. As an equal opportunities employer we want to make sure we do all we can to make this a positive experience for you. If your application is progressed please make us aware of any adjustments or additional support we can provide you with.
Employment Type
Full-Time
