Graduate Technical Support Engineer - System C (Careflow Vitals)

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.