Hybrid Application Support Technician (8-Month Contract)

Magentus; Manchester; Hybrid; 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

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.