At a Glance
- Tasks: Provide top-notch technical support for our innovative SaaS and telecare platforms.
- Company: Join Tunstall, a leading health and care technology provider with a diverse team.
- Benefits: Enjoy hybrid working, competitive salary, holiday purchase scheme, and healthcare cash plan.
- Other info: Be part of a welcoming team that values diversity and offers career growth opportunities.
- Why this job: Make a real difference in people's lives while developing your technical skills.
- Qualifications: Experience in technical support and excellent communication skills are essential.
The predicted salary is between 29700 - 36300 £ per year.
We are recruiting an
Application Support Engineer to join our team based in the UK. We offer hybrid working and our office location is Whitley (DN14 0HR).
What will you be doing in this role?
The Applications Support Engineer is responsible for delivering exceptional technical support and customer service across Tunstall’s Saa S and ILOS platforms together with associated telecare applications and equipment.
Working as part of the Technical Customer Support team, the role is responsible for managing customer incidents from initial logging through to successful resolution.
The post holder acts as the single point of ownership for assigned support tickets, ensuring customers receive regular communication, technical expertise and a positive support experience throughout the lifecycle of every incident.
The ideal candidate
We are looking for someone with a technical support background who is used to dealing with customer incidents so, communication skills and technical skills are key in this role.
What we offer
- Competitive salary,
- Hybrid working,
- Holiday purchase scheme,
- Contributory pension,
- Paid volunteer day to support a cause you are passionate about,
- Enhanced maternity, paternity, adoption and shared parental pay entitlements,
- Healthcare cash plan, including free eye tests,
- Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,
- EAP We Care service - including a 24/7 online GP and mental health counselling service,
- Boost your learning and growth through access to Linked In learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
- A warm and welcoming team environment,
- Development and a chance to build a rewarding career.
Your day-to-day responsibilities will include
- Take ownership of customer incidents from assignment through to confirmed resolution and closure.
- Provide proactive, timely and professional customer communication throughout the incident lifecycle.
- Investigate, diagnose and resolve issues affecting Saa S, ILOS and supported telecare products.
- Prioritise work in line with SLAs and business priorities.
- Coordinate with Engineering, Infrastructure, Development and third-party suppliers while retaining ownership.
- Validate resolutions with customers before ticket closure.
- Support telecare equipment, alarm communications and associated applications.
- Troubleshoot SIP, Vo IP and API-related issues.
- Manage incidents, service requests and problems using ITIL best practice.
- Raise Problem Records, perform Root Cause Analysis and support Change Requests.
- Maintain accurate documentation, knowledge articles and known errors.
- Identify service improvements and contribute to continual service improvement initiatives.
Key skills and experience
Essential
- Experience supporting business-critical software applications.
- Experience in technical customer support or application support.
- Strong analytical and troubleshooting skills.
- Excellent communication and customer service skills.
- Experience working within ITIL service management.
- Ability to manage multiple priorities.
- Strong organisational skills and accountability.
Desirable
- Knowledge of Saa S environments.
- Awareness of AWS cloud services.
- Understanding of SIP, Vo IP and REST APIs.
- Experience supporting telecare or healthcare technology.
- ITIL Foundation certification.
A bit about us
Tunstall is a market-leading health and care technology provider.
We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support.
Our incredible team of more than 3,000 colleagues provides lifesaving and life changing technology and services to millions of people in 18 different countries.
At Tunstall you’ll find a place where you’re valued and celebrated for being yourself.
We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion.
We demonstrate our commitment to diversity and inclusion at each step.
From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.
Each Tunstall colleague has a superpower… they’re unique.
No one else is them, and we think that’s special.
Come and join our mission and be part of our team, our One Tunstall team.
Equal Opportunities at Tunstall
At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve.
We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings.
Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.
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Application Support Engineer employer: Tunstall Healthcare (UK)
Tunstall Healthcare (UK) is an exceptional employer, offering a dynamic work culture that prioritises employee well-being and professional growth. With a hybrid working arrangement, competitive salary, and comprehensive benefits including healthcare and a contributory pension, employees are supported in achieving a healthy work-life balance while contributing to meaningful projects in the London/Home Counties area.
StudySmarter Expert Advice🤫
We think this is how you could land Application Support Engineer
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Tunstall Healthcare (UK) or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Tunstall Healthcare (UK).
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Tunstall Healthcare (UK).
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Tunstall Healthcare (UK) that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Application Support Engineer
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Tunstall Healthcare (UK).
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Tunstall Healthcare (UK) and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Tunstall Healthcare (UK)
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Tunstall Healthcare (UK) uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
