Support Technician

Magentus; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Magentus is looking for a Support Technician to join their dynamic team in Manchester. The role involves providing technical support, resolving customer tickets, and maintaining high customer satisfaction. With a hybrid working environment and generous employee benefits, this position offers an exciting opportunity in the health technology sector.

Benefits

Hybrid working environment

25 days leave plus bank holidays

Enhanced Maternity and Paternity Leave

Life Insurance

Private health care (BUPA)

Qualifications

• Experience in application support with technical IT knowledge.
• Ability to troubleshoot technical issues remotely.
• Previous IT helpdesk experience preferred.

Responsibilities

• Provide remote technical support for customers experiencing product issues.
• Adhere to processes and use call management system for customer communication.
• Resolve customer issues and escalate unresolved tickets.

Skills

Troubleshooting

Technical Support

Customer Service

SQL

Education

IT Helpdesk Experience

Tools

Jira

Job description

Join to apply for the Support Technician role at Magentus

Join to apply for the Support Technician role at Magentus

This range is provided by Magentus. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

About Us

Magentus products and services have been at the forefront of delivering health technology for more than 30 years, offering deep expertise across clinical systems, health informatics and practice management.

Across pathology, radiology, oncology, maternity, and practice management, we are connecting the health ecosystem and transforming digital healthcare at scale. Driven by our dedicated teams across the globe, our success reflects our passionate commitment to improving healthcare outcomes.

People are at the heart of everything we do at Magentus — we work as one team to create a healthier society.

Short Summary

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.

Key Responsibilities

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.

From time to time, you may be expected to provide on-site support for new projects and installations.

Experience Required:

• This is primarily an application support role however you should understand technical IT applications, file structures and permissions and ideally have previous IT helpdesk experience including working to strict service level agreements.
• 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
• Knowledge of ITIL service management protocols

What’s in it for you:

• Hybrid working environment from Manchester (City Centre) or London (Farringdon)- 3 days a week from the Office and 2 from home

Leave:

• 25 days (increases with length of service up to 4 days) plus 8 bank holiday
• Holiday purchase scheme via salary sacrifice
• An extra day annual leave for your birthday
• Enhanced Maternity Leave
• Enhanced Paternity Leave
• Up to two days paid Volunteering days
• Paid time off during the working day to donate blood

Leadership & Development:

• Product Training

Employee Recognition:

• Peer recognitions
• CEO awards
• Length of service awards
• Performance Annual Bonus Programme

Employee Benefits:

• Life Insurance (4x annual salary)
• Private health care (BUPA) plus discounted rates to add your loved ones
• Salary Sacrifice Pension
• Income Protection
• EAP (access to online Healthcare)
• Branded merchandise starter pack
• £250 working from home allowance
• Free Flu Jabs
• Enhanced Sick Pay

Our values say a lot about us:

• One Team
• Make a difference
• We Care
• Trust

People are at the heart of everything we do at Magentus — we work as one team to create a healthier society. We hold monthly communication sessions with the Senior Leadership Team to provide company updates and strategic briefings.

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.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Hospitals and Health Care

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