Support Technician (Sunderland)
Are you a natural problem solver who enjoys delighting customers and want to join a business that is dedicated to helping people to live healthier, longer lives? We are at the forefront of using technology to support the exciting transition to digital healthcare and as a result over the last 30 years we have become a key technology partner to over 80% of NHS trusts.
We are looking for a Support Technician to join our application support team who provide day to day support for our customers who may be experiencing technical issues when using our products.
You will be naturally curious, able to engage with our customers asking simple and logical questions to understand and diagnose issues, resolving them as appropriate or triaging them and escalating them to your more technically experienced colleagues.
log the call into our call management system
perform an initial diagnosis and where possible resolve the issue
Where this is not possible you will triage the call and escalate as appropriate to our technical teams for more in-depth diagnosis and through to resolution in line with our agreed service levels.
From time to time, you may be expected to provide on-site support for new projects and installations.
This is primarily an application support role however you should understand technical IT applications, file structures and permissions and ideally have previous IT helpdesk experience including working to strict service level agreements.
Knowledge and experience of the following would be useful:
Dragon Voice Recognition
Linux Operating Systems
Knowledge of ITIL service management protocols
Our Support Technicians often progress into Application Specialist or Integration roles so this is a great opportunity to build your IT knowledge within a supportive and forward-thinking organisation.
To apply please send a fully detailed CV together with details of your salary expectations.
We are happy to discuss flexible working.
If you would like to apply for any of our roles, email our People Team at [email protected]. Please include the role you would like to apply for, covering note and CV.