Reporting to

Lead Support Engineer

Department

Service and Support

Location

Hybrid Working

Background

The Support Team provide support for the configuration and use of CareFlow EPR and our NIMS solution as well as a number of standalone products across the System C Healthcare company. The Support Engineer will form part of a new team that has been created within the Service and Support department to provide support to the service desks on investigation of incidents through to resolution, identify workarounds and investigation for problem root causes. The role requires collaboration between multiple resolver teams, problem management, technical and development.

Initially the post holder will work as a dedicated support engineer for the configuration and use of the CareFlow EPR BI data warehouse reporting product following incident management practice. Following successful onboarding, the Support Engineer will upskill team members on the BI data warehousing solution and work within the Support Engineering team. Using technical skills and knowledge to investigate issues, not just with anomalies in data and data transformation issues, but across all products on our platform to assist in resolution of incident, progression of problem records and cross-train the service desk teams; enhancing the capability of the service provided from first response.

Responsibilities

• Collaborate on incident investigations between service desks & problem management
• To provide support to the service desks within a 3rd line capability for identification of workarounds
• 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
• Any other activities in support of the business which can reasonably be expected to fall within the capabilities of the employee.
• Provide out of hours support as part of the on-call rota

Education & Experience

• MCSE or equivalent knowledge and experience
• Microsoft SQL Database Administration knowledge and experience
• Microsoft SQL Server, including writing SQL database queries and understanding and following through complex SQL to establish the root cause of issues
• Experience of technical operations and technical troubleshooting
• Understanding of cloud-based solutions such as Microsoft Azure
• Good understanding of Web Services and technology such as IIS, MQ, XML and .NET
• Good understanding of WINTEL technology, networks, and storage
• Experience and knowledge of JIRA and Confluence ITSM Tool
• ITIL Foundation qualification or experience of working within an ITIL Service framework
• 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

Applications

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