Technical Support Specialist - Brookwood, United Kingdom - VitalHub

VitalHub
VitalHub
Verified Company
Brookwood, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

THE COMPANY:

Hicom are a software vendor providing value-based software solutions into the public and private sector.

We support over 200 clients worldwide, providing solutions for patient and clinical care, workforce management, health & safety, compliance management, business automation, recruitment and selection, and more.


We are a forward-looking company and pride ourselves on the quality of the service we provide to our customers and we achieve high standards through our dedication to each customer and our flexible approach to business.

We have a friendly, flexible and innovative approach to business, underpinned by extensive experience in the delivery of high-quality software solutions in a number of diverse market sectors.


Hicom became part of software company VitalHub UK, a leading group of health-tech companies, with a collective of over 75 years of experience in collaborating with the NHS, to co-design, develop and deploy expert digital patient-flow solutions.

VitalHub UK includes Transforming Systems, Intouch with Health, Synopsis, MCAP, Alamac, Jayex Acute, Beautiful Information, S12 Solutions and Hicom.


THE ROLE:


A Technical Support Specialist is required to join one of our sectors to support the rollout and ongoing support of our clinical solutions.

The Technical Support Specialist will work as an integral part of the team to deliver second line support to our end users.

You will be responsible for investigating live system issues, working as a second line point of escalation to our end users, and recommending technical fixes to the code base.

This is a Hybrid opportunity located in our offices located in Brookwood, Surrey (close to Woking).


KEY RESPONSIBILITIES:

Responsibilities within the role of Technical Support Specialist will include but will not be limited to:

  • Troubleshooting and diagnosing system issues using SQL and knowledge of relational databases.
  • Providing clients with clear guidance and support across the whole support ticket lifecycle.
  • Providing excellent customer service to a wide variety of users with varying levels of technical knowledge.
  • Updating support ticket logs to ensure all notes, progress and required actions have been input promptly and accurately.
  • Acting as a point of escalation for the 1st line support team.
  • Being proactive in keeping customers updated with the status of their support tickets.
  • Creating adhoc reports using SQL to fulfil client requests.
  • Escalate issues quickly to third line support when appropriate to do so.
  • Actively monitor live systems to ensure potential issues are identified quickly.
  • Assisting 3rd line support with build and deployment of software releases.
  • Working with the Support Coordinator to identify trends and propose software changes to assist with support.
  • Ensuring SLA thresholds for incidents and support tickets are adhered to.
  • Assisting with the testing of software changes to ensure client needs are met.
  • Provide input into the team's technical forums and technical specifications.

EXPERIENCE:


Essential:


  • Excellent troubleshooting and problemsolving skills.
  • An analytical mind, capable of understanding complex data structures and bespoke business concepts.
  • Experience of SQL including queries, stored procedures and functions.
  • Ability to investigate and solve problems independently using own research and experience.
  • Ability to take a more proactive approach to support, ensuring a resolution is provided but also prevented in the future.
  • Comprehensive understanding and experience of software and databases.
  • Excellent communication and customer facing skills.
  • Knowledge and experience of using IIS for monitoring, maintenance and deployment.
  • Understanding of basic Windows operating system and networking principles.
  • Focused on customer service and quality.

Desirable:


  • Advanced knowledge of databases
  • Knowledge or experience C# and ASP.NET


As an equal opportunities' employer, VitalHub is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

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