Application Support Technician in Manchester

Our Support Team are the first point of contact for our customers. They monitor customer systems, respond and resolve customer tickets whether they be Service Failures, System Requests or Events whilst supporting the installation of new products and product fixes.

Key Responsibilities of the role:

• Provide remote technical support for our customers who may be experiencing technical issues with our products.
• Answer customer telephone calls.
• Adhere to processes and use our call management system (Jira) for all distinct customer communication.
• Perform an initial diagnosis and wherever possible resolve the issue using documented resolution guidance from our knowledge repository.
• Resolve tickets early to maintain customer satisfaction; however, if not resolved in the L2 phase, escalate to our 3rd line teams for deep investigation.
• Raise incidents for reporting failures and errors found during monitoring and other support duties.
• Own and resolve customer issues, including liaison with 3rd party clinical system providers.
• Engage in Technical Account Management; meet with customers to understand ticket priorities and demonstrate progress on open tickets.
• Report progress of incidents daily to the Service management team.
• Provide L2 technical support, resolving more complicated incidents, connecting to internal data centres, hosted environments and using desktop connectivity software.
• Participate in out-of-hours rota.

What experience do I need:

• Understanding of technical IT applications, file structures and permissions.
• Previous IT helpdesk experience including working to strict service level agreements.
• Knowledge of ITIL service management protocols.
• Ability to troubleshoot technical issues using only remote connection facilities or over the telephone.
• Knowledge and experience of SQL Querying and Dragon Voice Recognition is advantageous.

What’s in it for you:

• Hybrid working environment from Manchester (City Centre) or London (Farringdon) – 3 days a week from the Office and 2 from home.
• Leave: 25 days (increases with length of service up to 4 days) plus 8 bank holidays.
• Holiday purchase scheme via salary sacrifice.
• An extra day annual leave for your birthday.
• Enhanced Maternity Leave.
• Enhanced Paternity Leave.
• Up to two days paid Volunteering days.
• Paid time off during the working day to donate blood.

Leadership & Development:

• Product Training.

Employee Recognition:

• Peer recognitions.
• Magentus Values awards.
• Length of service awards.
• Performance Annual Bonus Programme.

Employee Benefits:

• Life Insurance (4x annual salary).
• Private health care (BUPA) plus discounted rates to add your loved ones.
• Salary Sacrifice Pension.
• Income Protection.
• EAP (access to online Healthcare).
• Branded merchandise starter pack.
• £250 working from home allowance.
• Free Flu Jabs.
• Enhanced Sick Pay.

Our values say a lot about us: One Team, Make a difference, We Care, Trust.

Magentus Software Limited is an equal opportunities employer. We are committed to creating an inclusive and diverse work environment where all employees feel valued and respected. We do not discriminate based on race, colour, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We encourage applications from all qualified individuals and believe in fostering a workplace where everyone has the opportunity to thrive and succeed. We are also a proud member of the Disability Confident Employer Scheme, demonstrating our commitment to supporting disabled individuals in the workplace. If you require any support or adjustments to interact with us, please let us know.