Application Support Technician (8-Month Fixed Term)

Magentus; Manchester; On-site; GBP 26,100 - 31,900; Full time

Benefits offered by this job

Hybrid working

Private healthcare

Birthday leave

Volunteer days

Pawrental leave

Job summary

Magentus is seeking a dedicated Support Team member to provide remote technical assistance to customers, monitor systems and resolve tickets within SLA. The role also involves assisting with new product installations and fixes.

The position is an 8-month fixed-term contract with potential to convert to permanent, based in Manchester with hybrid working and a note on visa sponsorship restrictions under UK regulations.

Qualifications

• 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

Responsibilities

• Provide remote technical support for customers
• Answer calls and use Jira for all distinct customer communication
• Diagnose issues using documented resolution guidance from the knowledge repository
• Escalate unresolved issues to 3rd line teams after investigation
• Raise incidents for reporting failures and errors
• Own and resolve customer issues including liaison with 3rd party clinical system providers
• Technical Account Management; meet with customer to understand ticket priorities
• Report progress of incidents daily to the Service management team
• Provide L2 support, resolving more complicated incidents in hosted environments
• Participate in out-of-hours rota

Skills

IT helpdesk

ITIL

Customer focus

Remote support

Tools

Jira

SQL

Linux

Dragon Voice Recognition

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.

The role is a 8-month fixed-term contract, with the possibility of becoming a permanent position

Please 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.