Application Support Technician

Magentus; Greater Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private healthcare

Hybrid working

Birthday off

Volunteer days

Pet leave

Job summary

Magentus is seeking a hands-on IT technical support specialist in Manchester. You will work within a hybrid model, providing remote assistance to customers, diagnosing issues, and leveraging a knowledge base to resolve problems.

The role requires SLA-driven helpdesk experience and strong customer focus. In this position you will use Jira, engage with third-party providers when needed, and participate in an on-call rota.

Qualifications

• Experience in IT helpdesk with SLA compliance.
• Familiarity with ITIL service management.
• Strong customer focus and communication skills.
• Ability to troubleshoot using remote access or telephone.

Responsibilities

• Provide remote technical support to customers with product issues.
• Answer customer calls and use Jira for communication.
• Initial diagnosis and consult knowledge base for solutions.
• Escalate unresolved issues to 3rd line as required.
• Raise incidents for reporting failures and monitor incidents.
• Participate in out-of-hours rota.

Skills

ITIL knowledge

Customer service

Remote troubleshooting

Helpdesk experience

SQL querying

Jira

Tools

Jira

Job description

About Us

For over 30 years, Magentus has been at the forefront of transforming healthcare through technology across Australia and the UK. From pathology and radiology to oncology, and practice management, our solutions connect the healthcare ecosystem and unlock better patient outcomes at scale.

At Magentus, people are at the heart of everything we do. We work as one team, united by our purpose: to create a healthier society through smarter digital healthcare.

The Role

Our Support Team are the first point of contact for our customers. They monitor customer systems, respond and resolve customer tickets whether they be Service Failures, System Requests or Events whilst supporting the installation of new products and product fixes.

We note that, in line with UK immigration regulations, we are unable to offer visa sponsorship for this role as we do not currently hold a sponsorship licence.

What You'll Be Doing

On a day-to-day basis you will provide remote technical support for our customers who may be experiencing technical issues with our products.

• Answering customer telephone calls
• Adhering to processes and using our call management system (Jira) for all distinct customer communication.
• Perform an initial diagnosis and wherever possible resolve the issue using documented resolution guidance from our knowledge repository.
• Resolving the ticket early is important to maintain customer satisfaction, so early resolution is our primary goal. However, after following all avenues of investigation, should the ticket not reach resolution in the L2 phase it may be elevated to our 3rd line teams for deep investigation.
• Raising incidents for reporting failures and errors found during monitoring and other support duties.
• Owning and resolving customer issues (which may include escalation where necessary) including liaison with 3rd party clinical system providers.
• Technical Account Management; meeting with customer to understand ticket priorities and to demonstrate progress on open tickets.
• Reporting progress of incidents daily to the Service management team.
• Providing L2 technical support, resolving more complicated incidents, connecting to internal data centres, hosted environments and using desktop connectivity software.
• Participation in out-of-hours rota.

What experience do I need

• This is primarily an application support role however you should understand technical IT applications, file structures and permissions and have previous IT helpdesk experience including working to strict service level agreements.
• Knowledge of ITIL service management protocols
• Customer focused
• Ability to troubleshoot technical issues using only remote connection facilities or over the telephone

Knowledge and experience of the following is advantageous

• SQL Querying
• Dragon Voice Recognition
• Augnito Voice Recognition
• Linux Operating System

Why Join Magentus?

Compensation package:

• £29,000 per annum
• Annual renumeration review and performance bonus programme

Hybrid Working

• Three days a week in our Manchester City Centre (Spring Gardens) office, and two days from home.

Our Leave Benefits

• 25 days annual leave (plus bank holidays), increasing with service
• Holiday purchase scheme
• Your birthday off
• Option to swap a public holiday for a religious holiday of your choice
• Pawrental Leave to welcome new pets
• Up to two paid volunteering days per year
• Enhanced Maternity, Paternity & Adoption Leave

Protection and Wellbeing:

• Income Protection & 4x Death in Service
• Private healthcare with BUPA (discounted family cover available)
• Mental health & wellbeing support via Employee Assistance Programme
• Free flu jabs + paid time off to give blood
• Enhanced sick pay

Our Commitment to Inclusion

Magentus Software Limited is an equal opportunities employer. We are committed to creating an inclusive and diverse work environment where all employees feel valued and respected.

We do not discriminate based on race, colour, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We encourage applications from all qualified individuals and believe in fostering a workplace where everyone has the opportunity to thrive and succeed.

We are also a proud member of the Disability Confident Employer Scheme, demonstrating our commitment to supporting disabled individuals in the workplace.

If you require any support or adjustments to interact with us, please let us know.

Department Clinical Diagnostics Locations Manchester Remote status Hybrid Yearly salary £29,000 Employment type Full-time