Application Support Engineer

Harris Health Alliance (HHA), a Harris Computer company, are currently recruiting for an Application Support Engineer on a permanent, full-time, remote-working basis.

The Application Support Engineer will join our Maternity brand K2 Medical Systems. This is an established role within the business, and you will become part of a growing team that supports our cloud-based healthcare applications within Maternity, with new products and services currently being onboarded, it’s an exciting opportunity to help develop the role in the business.

The Application Support Engineer will be a core part of our support team, acting as an escalation point for 1st line queries as well as taking ownership of more complex, technical cases. You’ll triage, investigate and resolve issues across our cloud-based healthcare applications, working towards full 2nd line capability - querying databases, reading error logs and diagnosing issues with .NET applications - while continuing to provide excellent front-line customer service.

This is a developing role: you’ll be supported to grow your technical skillset over time, working closely with our 2nd/3rd line and engineering teams, while also mentoring newer colleagues as your own experience builds.

Position & Responsibilities

In performing this role your core duties and responsibilities will include, but will not be limited to:

• Act as a point of contact for support queries via phone, email, and ITSM tools, escalating specialist or highly complex cases where required.
• Log, categorise, and triage tickets within SLAs.
• Provide troubleshooting and resolution for both common and more complex, escalated issues.
• Reproduce issues internally and liaise with developers regarding software defects.
• Support upgrades, patches, and configuration changes.
• Contribute to knowledge base articles, support documentation and root cause analysis.
• Deliver excellent customer service through clear, professional communication.
• Mentor colleagues by sharing technical knowledge as your own experience develops.
• At times support developers and/or technical client resources with further investigations.

What we are looking for

• A positive Attitude and Aptitude - We’re looking for someone with the drive, determination, and ability to expand their own horizons and to help others grow their career, with a positive can-do attitude.
• Engaged to represent our business - Embody Our Values.
• Preferably you’re accredited - A degree with IT/scientific content or equivalent professional certification, relevant experience is also considered.
• Eligible to work in the UK - At the point of application.
• Ability to work away on occasion - At times you may need to attend a customer’s premises, it is highly desirable that you are able and willing to do so on occasion.

Required

• Strong problem-solving, analytical and diagnostic skills with attention to detail.
• Excellent written and verbal communication skills.
• A customer-focused mindset with empathy, professionalism and a strong customer service ethos.
• Comfortable working independently and as part of a team.
• Working knowledge of, or willingness to develop, SQL (Oracle, SQL Server, PostgreSQL) to support debugging, querying and data updates.
• Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel).

Desirable

• Exposure to IT support/helpdesk environments.
• Knowledge/experience of cloud service environments, e.g. Microsoft Azure.
• Familiarity with healthcare IT systems, NHS systems or other regulated environments.
• OS experience (Windows Server (2012 onwards), Kubernetes and some Linux).
• Existing knowledge of networking and web server troubleshooting.
• Experience of working within a Quality System.

Note: Regarding travel as part of this role, it is an expectation that at times you may need to attend a customer’s premises in performing this position.

About HHA

HHA is a collaboration of companies, all working to provide software services to healthcare and government agencies. With specialist brands focusing on Maternity, Genetics, and health integrations.

Working at HHA will provide you with a competitive edge in your career and offer excellent growth opportunities. You will be an important member of our inclusive team and supported by our technical experts to develop the role and your own personal abilities.

At Harris, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

Benefits

Harris offers an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. If your application is progressed, please make us aware of any adjustments or additional support we can provide you with.