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Graduate Technical Support Engineer - CareFlow Vitals

Location

Maidstone

Reporting to 

Support and Deployment Team Leader

Purpose

This role provides 2nd and 3rd line support functions as part of the Careflow Vitals Support Team, and performs technical deployments and upgrades. 

Duties and responsibilities 

  • Perform Careflow Vitals deployments and upgrades and ensure technical documentation is up to date.
  • Provide second and third line customer support using the JIRA service desk.
  • Use initiative to process and prioritise faults according to incident type and in line with SLA’s
  • Own customer issues and corral appropriate resources to resolve within SLAs.
  • Correctly assign calls to resolver groups or individuals in line with process in a timely manner.
  • Escalate any issues in advance of an SLA breach whilst retaining ownership.
  • Author knowledgebase articles for both internal staff and customers.
  • Ensure ITIL process is followed for all Incidents.
  • Attending meetings, when required, in other System C offices.

Skills and experience

Mandatory Skills
The post holder must have knowledge / experience of:

  • Experience working on a helpdesk.
  • Experience in technical operations and technical troubleshooting.
  • Experience of working within a software development company.
  • Experience in writing technical documentation and knowledge base articles.
  • Knowledge of using Microsoft SQL Server, including writing basic SQL database queries.
  • Working knowledge of Microsoft Office.

Desirable Skills
It is desirable for the post-holder to have the following skills:

  • Advanced Microsoft SQL server including stored procedure, schemas and functions.
  • Understanding of HL7 Interface messaging.
  • Experience of Agile software development.
  • Experience of JIRA and Confluence.
  • Experience of software testing.
  • Experience of iOS.
  • Experience of setting up Microsoft Windows servers, including IIS and SQL.
  • Experience of working with cloud-based solutions such as Microsoft Azure.

Personal Qualities

  • Strong determination to succeed with a positive can do attitude.
  • Good communication skills.
  • Good planning and organisational skills.
  • Team player.
  • Independent creative problem solver with a proactive approach.
  • Puts customer satisfaction first.
  • Flexible, versatile and non-reactive.
  • Professional, with ability to promote and protect the reputation and ethos of System C.

Applications

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