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- Tasks: Support customers with cloud-based healthcare applications, resolving issues and managing service desk tickets.
- Company: Harris Health Alliance provides software services to healthcare and government agencies, focusing on Maternity and Genetics.
- Benefits: Enjoy hybrid working, 30 days holiday, and a £325 annual Lifestyle Reward.
- Why this job: Join a growing team, develop your skills, and make a real impact in healthcare technology.
- Qualifications: Strong customer service skills, analytical abilities, and knowledge of MS Office required; tech experience is a plus.
- Other info: Opportunity for personal growth in an inclusive and supportive environment.
The predicted salary is between 30000 - 42000 £ per year.
Harris Health Alliance (HHA), a Harris Computer company, are currently recruiting for an Application Support Engineer on a permanent, full-time, hybrid-working basis. The expectation will be that you report to the Plymouth office at least twice-a-week and the remainder working remotely; there is also the option of being based full-time in the office if preferable.
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
- 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 to £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.
Application Support Engineer employer: Harris Computer
Contact Detail:
Harris Computer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Application Support Engineer
✨Tip Number 1
Familiarise yourself with the specific cloud-based healthcare applications that HHA supports, particularly those related to maternity. Understanding these products will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your troubleshooting and diagnostic skills, especially in relation to SQL databases and operating systems like Windows Server. Being able to discuss your experience with these technologies confidently can set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of HHA or similar companies in the healthcare software sector. This can provide you with insider knowledge about the company culture and expectations, which can be invaluable during the interview process.
✨Tip Number 4
Prepare to discuss your customer service experiences in detail. Since the role requires strong relationship management skills, having specific examples ready will showcase your ability to handle customer issues effectively.
We think you need these skills to ace Application Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the responsibilities of the Application Support Engineer role. Emphasise your customer service ethos, analytical skills, and any technical knowledge related to healthcare applications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention specific experiences where you've successfully resolved customer issues or contributed to a team, and express your enthusiasm for working in the healthcare sector.
Highlight Technical Skills: In your application, clearly outline your technical skills, especially those mentioned in the job description such as SQL, troubleshooting OS issues, and familiarity with cloud environments like Microsoft Azure. Provide examples of how you've used these skills in previous roles.
Prepare for Potential Assessments: Since the recruitment process may include written exercises or presentations, prepare by practising common scenarios you might face as an Application Support Engineer. Think about how you would approach troubleshooting a customer issue and be ready to articulate your thought process.
How to prepare for a job interview at Harris Computer
✨Showcase Your Customer Service Skills
As an Application Support Engineer, you'll be the first point of contact for customers. Highlight your customer service ethos and relationship management skills during the interview. Share specific examples of how you've successfully resolved customer issues in the past.
✨Demonstrate Analytical and Troubleshooting Abilities
Prepare to discuss your analytical and troubleshooting skills. Be ready to explain how you approach diagnosing problems and what steps you take to resolve them. Consider bringing examples of past experiences where you identified root causes and implemented solutions.
✨Familiarise Yourself with Relevant Technologies
Brush up on your knowledge of SQL, cloud services like Microsoft Azure, and any relevant operating systems. If you have experience with NHS or government domains, be sure to mention it. This will show that you're not only technically capable but also understand the context of the role.
✨Prepare Questions About the Role and Company
Interviews are a two-way street. Prepare thoughtful questions about the team dynamics, the technologies used, and the company's future projects. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
