Technical Support Analyst

System C; Liverpool; On-site; GBP 30,000 - 40,000; Full time

Job summary

A healthcare software company is seeking a Technical Support Analyst to join their Technical Support Team in Liverpool. The role involves providing expert support in Business Intelligence and infrastructure, investigating customer issues and documenting solutions. Ideal candidates will have MCSE certification, SQL Server experience, and an understanding of Web Services technology.

Qualifications

• MCSE or equivalent knowledge and experience.
• Experience with SQL Server and writing SQL database queries.
• Good understanding of Web Services technology and WINTEL technology.

Responsibilities

• Provide support to the support teams within a 3rd line capability.
• Investigate Business Intelligence issues highlighted by customers.
• Document and maintain knowledge base articles.

Skills

Microsoft SQL Database Administration

Microsoft SQL Server

Web Services technology (IIS, MQ, XML)

WINTEL technology

JIRA ITSM Tool

Education

MCSE or equivalent

ITIL Foundation qualification

Tools

JIRA

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 Technical Support Analyst will form part of the Technical Support Team who work across multiple products with specific specialities as well as around the underlying infrastructure that provides our systems. This role will identify workarounds, resolutions and investigation for problem root causes as well as serving as an escalation point for application support teams for any concerns on the platform more generally.

The role involves working closely with resolver teams, problem management, service, change and development teams - applying Windows expertise to resolve incidents, progress problem records, guide infrastructure needs, and build capability through a shift-left approach.

Responsibilities:

• This position is looking for someone with a speciality in the Business Intelligence and infrastructure space.
• Collaborate on incident investigations between service desks & problem management
• To investigate and progress to resolution Business Intelligence issues highlighted by customers.
• To provide support to the support teams within a 3rd line capability for identification of workarounds and resolutions.
• To investigate problems for identification of a root cause and steps to recreate
• To document and maintain knowledge base articles for sharing of knowledge attained. This will also involve cross-training within the service desks
• Manage the support of customer issues using the company ITSM tool, JIRA
• Use initiative to process and prioritise faults according to incident management practice
• Be involved in the identification, creation and running of data fixes
• Keep abreast of the technology used for all applications and services provided. Provide documentation to the service desks to educate of the solutions and services provided
• Provide out of hours support as part of the on-call rota
• Any other activities in support of the business which can reasonably be expected to fall within the capabilities of the employee.

Education & Experience:

• MCSE or equivalent knowledge and experience.
• Microsoft SQL Database Administration knowledge and experience.
• Microsoft SQL Server experience, including writing SQL database queries and understanding and following through complex SQL to establish root cause of issues.
• Good understanding of Web Services and technology such as IIS, MQ, XML and .NET.
• Good understanding of WINTEL technology, networks, and storage.
• ITIL Foundation qualification or experience of working within an ITIL Service framework.
• Experience and knowledge of JIRA ITSM Tool would be beneficial.
• NHS informatics background with understanding of the statutory, management and clinical reporting needs of the NHS would be beneficial.
• HL7 Messaging knowledge would be beneficial.