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- Tasks: Provide technical support and manage customer requests in a dynamic healthcare environment.
- Company: Join Solidsoft Reply, a leader in digital healthcare solutions and Microsoft technologies.
- Benefits: Enjoy flexible working hours, professional development opportunities, and a collaborative team culture.
- Why this job: Be part of a mission-driven company that values innovation and patient safety in healthcare.
- Qualifications: A degree in Computer Science or IT with a passion for technical support and cloud systems.
- Other info: Opportunity for growth in a fast-paced environment with a commitment to diversity.
The predicted salary is between 28800 - 43200 £ per year.
Solidsoft Reply, a Reply Group company, specializes in developing digital healthcare solutions focusing on patient safety and closed-loop medicine management. We partner with healthcare organizations and industry leaders, helping our clients succeed through innovative solutions and our expertise in Microsoft technologies and Azure cloud platform. We are a thought leader in our field, delivering software and services via a team of highly skilled professionals.
Role Overview: We are seeking a 2nd Line Support Analyst to join our Support & Operations team. Reporting to the Service Desk Manager, you will provide initial response support to customers, managing customer requests, incidents, and problems. You will monitor critical healthcare systems utilizing Microsoft Azure technologies, and communicate complex technical issues effectively with global customers and internal teams. The role involves some out-of-hours, on-call, and shift work.
Responsibilities:
- Act as the first point of contact for technical assistance via phone, chat, email, or ticketing system
- Guide users through solutions based on established procedures and knowledge articles
- Collaborate with clients, vendors, and technical teams to support and escalate incidents
- Accurately log all interactions and resolutions in the helpdesk system, ensuring professional communication with customers
- Query databases and logging tools to identify and resolve system issues
- Follow Change, Incident, and Problem Management procedures
- Contribute to technical documentation, user guides, and team knowledge sharing
Candidate Requirements:
- Bachelor's or Master's degree in Computer Science or IT, 2:1 or above
- Interest in support and operations, with a desire to develop a career in technical support and cloud systems
- Familiarity with application support, troubleshooting, or software development concepts
- Willingness to learn Service Management processes such as Incident, Problem, and Change Management
- Enthusiasm for Microsoft technologies, including Azure, Azure DevOps, and SQL databases
- Strong communication skills, collaborative mindset, and commitment to excellent customer service
- Logical problem solver with a passion for learning and growth in a fast-paced environment
Reply is an Equal Opportunities Employer, committed to diversity and fair recruitment practices. Please inform us of any reasonable adjustments needed during the recruitment process.
Graduate 2nd Line Support Analyst employer: Reply
Contact Detail:
Reply Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Graduate 2nd Line Support Analyst
✨Tip Number 1
Familiarise yourself with Microsoft Azure technologies, as this role heavily involves them. Consider taking online courses or certifications to boost your knowledge and show your commitment to learning.
✨Tip Number 2
Practice your communication skills, especially in explaining technical issues to non-technical users. Role-playing scenarios with friends or family can help you articulate complex concepts clearly.
✨Tip Number 3
Get comfortable with ticketing systems and helpdesk software. Familiarity with these tools will not only make you more efficient but also demonstrate your readiness for the role.
✨Tip Number 4
Network with professionals in the field through platforms like LinkedIn. Engaging with others in the industry can provide insights into the role and may even lead to referrals.
We think you need these skills to ace Graduate 2nd Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of a 2nd Line Support Analyst. Emphasise any experience you have with Microsoft technologies, Azure, or customer support.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention your educational background in Computer Science or IT, and express your interest in developing a career in technical support.
Highlight Problem-Solving Skills: In your application, provide examples of how you've successfully solved technical issues in the past. This could be through coursework, internships, or personal projects that demonstrate your logical problem-solving abilities.
Showcase Communication Skills: Since the role involves communicating complex technical issues, highlight any experiences where you've effectively communicated with customers or team members. This could include group projects, presentations, or customer service roles.
How to prepare for a job interview at Reply
✨Show Your Technical Knowledge
Make sure to brush up on your knowledge of Microsoft technologies, especially Azure and SQL databases. Be prepared to discuss how you've used these technologies in your studies or any relevant projects.
✨Demonstrate Problem-Solving Skills
Prepare to showcase your logical problem-solving abilities. You might be asked to walk through a technical issue or scenario, so think about how you would approach troubleshooting and resolving it.
✨Communicate Clearly
Since the role involves communicating complex technical issues, practice explaining technical concepts in simple terms. This will demonstrate your ability to effectively support customers and collaborate with teams.
✨Express Your Enthusiasm for Learning
Convey your eagerness to learn and grow within the role. Discuss any relevant courses, certifications, or personal projects that show your commitment to developing your skills in technical support and cloud systems.
