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Medway Installations Specialist

Location:

Warrington

Reporting to:

Installations Team Leader

Background:

The purpose of this role is to work within the Installations Team to deliver the requirements as part of the upgrade process, through robust software installation management and to respond to issues logged through the Service Desk that are deemed to be installation / core product configuration related.

Role Description:

  • Provision of 1st and 2nd line support queries that fall in the area of installation/software upgrade, responding to customer queries working within SLA. Responsibility for assisting the Incident Team with call Triage & Routing to internal teams and 3rd parties
  • Installation and configuration of new software releases in Test, UAT and Live areas
  • Troubleshooting issues with upgrades and recording of outcomes in CMDB
  • Following processes and procedures in line with ITIL best practice and any ITSM / issue reporting tools.
  • Taking advantage of Knowledge Transfer opportunities to maintain and enhance product and installation/upgrade awareness
  • Timely updates to internal teams and the customer via the issue management tool.
  • Provision of Out of Hours/On Call Service as required by the Business
  • Proactively contributing to the Knowledge Base (KEL)
  • Identify need for CRFs (Change Request Forms), escalate to Team Lead for completion and Installation of hotfixes to customers providing assistance with testing and implementation
  • Providing on-site support and delivery for new software, upgrades or go lives as required, such as MSI creation, publishing – upgrading client and server environments etc.

Experience and Skills:

  • The post holder must have knowledge / experience of:
    • Creative Problem Solving
    • Ability to prioritise and execute tasks
    • Working as part of a team or on own initiative as a task demands
    • Working in a support environment
  • The post-holder must have the following skills:
    • Technical ability within IT environments (MS Windows etc.)
    • Ability to multi-task
    • Ability to collaborate with staff at all levels
    • Good Documentation Skills
    • Strong Written and Verbal Communication Skills, excellent telephone manner
    • Good working knowledge of MS Office Applications (i.e. Outlook, Word and Excel)
    • Excellent Customer Relationship and Interpersonal Skills
    • Ability to work under pressure
  • It is desirable for the post-holder to have the following skills:
    • Good Understanding of System C Product Set including Careflow PAS, BI and Vitals and associated products
    • ITIL Foundation Qualification
    • Experienced and knowledgeable in healthcare IM&T
    • Microsoft SQL knowledge

Applications:

Please apply in writing, sending a covering letter & CV to hrrecruitment@systemc.com