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 the first port of call with customers and will be responsible for ensuring their issues are triaged, progressed, investigated, updated and managed within the product SLAs. Where possible. you’ll resolve the issue and work with the wider team on root cause analysis, including reproduction of issues internally and liaising with our Engineering team regarding any software defects.

Position & Responsibilities

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

• Managing the support of customer issues using the ITSM tool, phone and email as required
• Implementing first line fixes, where possible
• Contributing to our knowledge base, writing articles to help others both internally and externally
• Assessing and triaging service desk tickets according to issue type, in line with SLAs and escalating where applicable
• Providing a consistent and efficient support experience to all customers, maintaining high standards of service
• Identifying the minimum dataset for investigation and resolution, through communication with customers.

What we are looking for

• A strong customer service ethos and excellent relationship management skills
• Solid analytical, troubleshooting, and diagnostic skills

• Ability to work well as an individual and as part of a team
• Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project, and Visio)

Desirable (but not essential)

• Existing knowledge of NHS and Government domains/products would be beneficial
• Existing knowledge of Networking would be beneficial
• Existing knowledge of Web Servers would be beneficial
• Experience of working within a Quality System
• Experience of Electronic Patient Record systems
• Experience with SQL (Oracle, SQL Server, and PostgreSQL), to support debugging, querying and data updates
• OS troubleshooting skills and experience (Windows Server (2012/2016/2019), Kubernetes and some Linux)
• Knowledge/experience of deploying to and/or managing cloud service environments, e.g., Microsoft Azure

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.