Application Support Engineer

Tunstall Healthcare Group; United Kingdom; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

Pension contribution

Volunteer day

Job summary

Tunstall Healthcare Group is seeking an Application Support Engineer to join our UK team. We offer hybrid working with an office in Whitley (DN14 0HR) and a focus on delivering reliable support for SaaS and ILOS platforms.

The role involves taking ownership of customer incidents, providing clear communication, and collaborating with engineering and third-party suppliers to ensure timely resolutions. Strong ITIL knowledge and customer service skills are essential.

Qualifications

• Experience in supporting business-critical software applications.
• Experience in technical customer support or application support.
• Strong analytical and troubleshooting skills.
• Excellent communication and customer service skills.
• Experience working within ITIL service management.
• Ability to manage multiple priorities.
• Strong organisational skills and accountability.

Responsibilities

• Take ownership of customer incidents from assignment through to confirmed resolution and closure.
• Provide proactive, timely and professional customer communication throughout the incident lifecycle.
• Investigate, diagnose and resolve issues affecting SaaS, ILOS and supported telecare products.
• Prioritise work in line with SLAs and business priorities.
• Coordinate with Engineering, Infrastructure, Development and third-party suppliers while retaining ownership.
• Validate resolutions with customers before ticket closure.
• Support telecare equipment, alarm communications and associated applications.
• Troubleshoot SIP, VoIP and API-related issues.
• Manage incidents, service requests and problems using ITIL best practice.
• Raise Problem Records, perform Root Cause Analysis and support Change Requests.
• Maintain accurate documentation, knowledge articles and known errors.
• Identify service improvements and contribute to continual service improvement initiatives.

Skills

Business-critical apps support

Technical customer support

Analytical troubleshooting

Customer service skills

ITIL service management

Multi-priority management

Organisational skills

Job description

We are recruiting an Application Support Engineer to join our team based in the UK. We offer hybrid working and our office location is Whitley (DN14 0HR).

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What will you be doing in this role?

The Applications Support Engineer is responsible for delivering exceptional technical support and customer service across Tunstall’s SaaS and ILOS platforms together with associated telecare applications and equipment.

Working as part of the Technical Customer Support team, the role is responsible for managing customer incidents from initial logging through to successful resolution. The post holder acts as the single point of ownership for assigned support tickets, ensuring customers receive regular communication, technical expertise and a positive support experience throughout the lifecycle of every incident.

The ideal candidate:

We are looking for someone with a technical support background who is used to dealing with customer incidents so, communication skills and technical skills are key in this role.

What we offer:

• Competitive salary,
• Hybrid working,
• Holiday purchase scheme,
• Contributory pension,
• Paid volunteer day to support a cause you are passionate about,
• Enhanced maternity, paternity, adoption and shared parental pay entitlements,
• Healthcare cash plan, including free eye tests,
• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,
• EAP WeCare service - including a 24/7 online GP and mental health counselling service,
• Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
• A warm and welcoming team environment,
• Development and a chance to build a rewarding career.

Your day-to-day responsibilities will include:

• Take ownership of customer incidents from assignment through to confirmed resolution and closure.
• Provide proactive, timely and professional customer communication throughout the incident lifecycle.
• Investigate, diagnose and resolve issues affecting SaaS, ILOS and supported telecare products.
• Prioritise work in line with SLAs and business priorities.
• Coordinate with Engineering, Infrastructure, Development and third-party suppliers while retaining ownership.
• Validate resolutions with customers before ticket closure.
• Support telecare equipment, alarm communications and associated applications.
• Troubleshoot SIP, VoIP and API-related issues.
• Manage incidents, service requests and problems using ITIL best practice.
• Raise Problem Records, perform Root Cause Analysis and support Change Requests.
• Maintain accurate documentation, knowledge articles and known errors.
• Identify service improvements and contribute to continual service improvement initiatives.

Key skills and experience:

Essential

• Experience supporting business-critical software applications.
• Experience in technical customer support or application support.
• Strong analytical and troubleshooting skills.
• Excellent communication and customer service skills.
• Experience working within ITIL service management.
• Ability to manage multiple priorities.
• Strong organisational skills and accountability.

Desirable

• Knowledge of SaaS environments.
• Awareness of AWS cloud services.
• Understanding of SIP, VoIP and REST APIs.
• Experience supporting telecare or healthcare technology.
• ITIL Foundation certification.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.

Equal Opportunities at Tunstall

At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.