Database Support Engineer

System C; Queen's Island; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading health software provider in the UK seeks a Database Support Engineer, internally known as Application Support Analyst. The role includes managing customer issues, troubleshooting software applications, and collaborating across various teams. The ideal candidate should possess strong SQL skills, effective communication abilities, and experience with ITIL frameworks. This position offers an opportunity to support significant health technology while enhancing customer relations and technical documentation.

Qualifications

• Experience in providing remote support for software applications.
• Ability to troubleshoot application-related tickets in line with SLAs.
• Knowledge of JSON/XML payloads and Microsoft SQL Administration.

Responsibilities

• Manage customer issues using the ITSM tool, JIRA.
• Investigate incidents related to products requiring SQL analysis.
• Author knowledgebase articles and maintain technical documentation.

Skills

Remote support for software applications

Application triage and troubleshooting

Knowledge of JSON/XML for APIs

Microsoft SQL Database Administration

Technical operations troubleshooting

Effective communication skills

Education

ITIL Foundation qualification

Tools

Microsoft SQL Server

JIRA

Confluence

Job description

Description

At System C, we create software that helps drive 21st century health and social care in the UK. Using leading-edge technology and data, our systems are trusted by hundreds of health and social care organisations, our work impacts millions of lives every day. What we do matters.

The Database Support Engineer, known internally as Application Support Analyst will provide support to the service desks and will work as part of a team that supports our clinical products. The post-holder will be in direct contact with customers on a regular basis and will be responsible for ensuring customers issues are investigated updated and managed within SLA. The remit of this role will include working across teams consisting of developers, product managers, technical support, and software engineers.

Duties and Responsibilities

• Manage the support of customer issues using the company ITSM tool, JIRA
• Investigate incidents related to the products which may require the use of Microsoft SQL
• Use initiative to process and prioritise faults according to incident type and in line with SLAs
• Correctly assign calls to resolver groups or individuals in line with process in a timely manner
• Author knowledgebase articles for both internal staff and customers
• Use of strong analytical skills that include the ability to think critically
• Analyse data, make difficult decisions, and solve complex problems
• Be involved in the regular running of data fixes.
• As required apply environment configuration or localisation settings
• Ensure technical documentation is up to date
• Ensure ITIL process is followed for all incidents
• Ensure all time spent is accurately logged on the Service Desk system
• Attend meetings as required, these may be in other System C offices from time to time.
• Assisting the manager in organising, planning, and implementing strategy
• Participate in out of hours on call rota

Skills and Experience

The post holder must have knowledge / experience of:

• Providing remote support for software applications
• Triage and troubleshoot application related tickets in line with SLAs
• Knowledge of JSON / XML payloads for APIs
• Microsoft SQL Database Administration
• Web Services and technology such as IIS
• Technical operations and technical troubleshooting
• Excellent ability to communicate effectively with all levels of technical, non-technical
• Ability to organise and co-ordinate areas of work for yourself and others
• A passion for supporting software applications and a willingness to share knowledge
• Writing technical documentation and knowledgebase articles
• ITIL Foundation qualification or experience of working within an ITIL Service framework
• Monitoring releases and updating outstanding issues affected by them
• Strong written & verbal communication and interpersonal skills
• Excellent customer relationship skills

Desirable Skills

It is desirable for the post-holder to have knowledge / experience of:

• Working within a software development company
• Advanced Microsoft SQL server including stored procedure, schemas, and functions
• Knowledge of HL7 Interface messaging
• Agile software development
• JIRA and Confluence
• Software testing
• iOS
• Cloud-based solutions such as Microsoft Azure