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- Tasks: Manage escalated issues and resolve problems with custom healthcare systems on Microsoft Azure.
- Company: Join Solidsoft Reply, a leader in digital healthcare solutions.
- Benefits: Competitive salary, diverse workplace, and opportunities for professional growth.
- Why this job: Make a real impact in healthcare technology while developing your skills.
- Qualifications: BSc in Computer Science or IT, strong Azure knowledge, and excellent communication skills.
- Other info: Dynamic team environment with a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Solidsoft Reply is the Reply Group company specialised in developing digital healthcare solutions for patient safety and closed-loop medicine management. We partner with Healthcare and Industry, helping our customers succeed through our expertise in designing and implementing innovative solutions, and through our continued commitment and investment in Microsoft technologies and the Microsoft Azure cloud platform. We are a published thought leader and deliver software and services via our team of highly skilled and competent people.
Role Overview
As a 3rd Line Application Support Analyst, you will manage escalated issues and resolve problems with critical custom healthcare systems built on Microsoft Azure technologies. You will proactively oversee customer systems, recommending improvements for security, reliability, scalability, and cost efficiency. The role requires strong interpersonal skills to communicate complex technical details with international customers and internal development teams. You will also participate in planning and implementing changes in line with ITIL and GAMP5 processes, with some out-of-hours and on-call work as part of a rota.
Responsibilities
- Provide 3rd line support for Solidsoft Reply Healthcare Managed Service customers as part of the Support & Operations team.
- Take ownership of assigned incidents, managing them through to permanent resolution with professional customer communication.
- Field and resolve technical customer issues via phone, chat, email, and remote web sessions.
- Ensure the stability, performance, and efficiency of complex systems, including those without a GUI, and support services post-launch using automated monitoring and alerting.
- Provide out-of-hours support on a rota basis, including shift work as needed.
- Query databases and logging tools to identify, investigate, and resolve system issues.
- Collaborate with customers, internal teams, and development, QA, and product teams to implement improvements and bring cases to resolution.
- Create technical documentation, leverage AI-driven tools to enhance operational efficiency, and adhere to Change, Incident, and Problem Management procedures.
About the Candidate
- Minimum 2:1 BSc degree in Computer Science or IT (essential), or a merit in a relevant Master’s degree.
- Strong knowledge and hands‑on experience with Microsoft Azure, ideally supported by MS certifications.
- Skilled in querying data sources such as Azure Application Insights, Cosmos DB, and SQL Server.
- Experience working within a Support & Operations function supporting custom applications.
- Good working knowledge of service management processes (Incident, Problem, and Change Management) and monitoring tools (e.g., Application Insights, SolarWinds).
- Experience with Azure DevOps (ADO), PowerShell scripting, and Infrastructure as Code tools (Terraform, Packer ARM, CF).
- Excellent customer service, communication, organizational, and problem‑solving skills; able to work well in a team and deliver high‑quality work.
- Self‑motivated, proactive in keeping skills up to date, able to converse with clients to define issues and requirements; ability to speak French is an advantage.
Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law. Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.
3rd Line Application Support Analyst employer: Reply
Contact Detail:
Reply Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Application Support Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the healthcare tech space, especially those who work with Microsoft Azure. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! If you’ve got experience with Azure or any relevant tools, don’t just mention it—demonstrate it. Consider creating a small project or contributing to open-source to showcase your expertise.
✨Tip Number 3
Prepare for the interview by brushing up on ITIL and GAMP5 processes. Be ready to discuss how you’ve handled escalated issues in the past and how you approach problem-solving in a team setting.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace 3rd Line Application Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of a 3rd Line Application Support Analyst. Highlight your experience with Microsoft Azure and any relevant certifications. We want to see how your skills match what we're looking for!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We love seeing candidates who can think on their feet and resolve problems efficiently, especially in a healthcare context.
Communicate Clearly: Since you'll be dealing with customers and internal teams, it's crucial to demonstrate your communication skills. Use clear and concise language in your application to show us you can explain complex concepts simply.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Reply
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft Azure and the specific technologies mentioned in the job description. Be ready to discuss your hands-on experience with Azure Application Insights, Cosmos DB, and SQL Server. This will show that you’re not just familiar with the tools but can also apply them effectively.
✨Communicate Clearly and Confidently
Since the role involves communicating complex technical details to customers and internal teams, practice explaining technical concepts in simple terms. Use examples from your past experiences to illustrate your points. This will demonstrate your strong interpersonal skills and ability to engage with diverse audiences.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific incidents where you successfully resolved technical issues. Highlight your approach to troubleshooting and how you managed customer communications throughout the process. This will help the interviewers see your proactive attitude and ownership of incidents.
✨Familiarise Yourself with ITIL and GAMP5
Since the role requires adherence to ITIL and GAMP5 processes, it’s a good idea to review these frameworks before your interview. Be prepared to discuss how you’ve applied these methodologies in previous roles, as this will show your understanding of industry standards and best practices.
