Application Support Engineer Remote
Job description
Clanwilliam Group is a global family of businesses committed to healthcare, technology and services.
From GP software systems to healthcare communication tools, Clanwilliam Group products and services have been helping millions of healthcare professionals worldwide to provide more efficient and safer healthcare to patients for decades.
Our growth, fuelled by both organic and M&A activity, has resulted in a wide range of highly complementary technologies and services that play an essential role every day in clinical and related settings. And it is people – healthcare professionals, patients, and their families – who benefit from the work we do.
Dictate IT is part of the Clanwilliam Group and is a dynamic, innovative supplier of clinically safe and cost-effective document production solutions across the NHS. Incorporated in Dictate IT’s product portfolio is the Medisec brand of products which combined is the UK’s largest provider of digital dictation, outsourced transcription and speech recognition solutions and have been supplying NHS customers since 2003.
Position:
We are excited to share this excellent new opportunity for a remote Application Support Engineer to join our team. As Dictate IT continue to grow its portfolio of market leading service and software solutions, the company is looking for a technically focussed individual with good communication skills and a proven track record implementing and supporting bespoke application software. The scope of this role will be to support a portfolio of applications from both the Dictate IT and Medisec brands.
Annual salary range £35,000 - £38,000
Requirements:
Main duties and responsibilities
- Investigate and resolve cases escalated from 1st line support in relation to Dictate IT’s bespoke applications, collaborating and escalating issues to the development team when necessary
- To deploy and implement systems on Dictate IT or customer infrastructure as required and ensure compliance with all internal and customer change control procedures
- To define acceptance criteria and conduct smoke testing of systems after implementation
- To undertake regular system checks and housekeeping, and to investigate daily production system alerts
- To maintain the technical documentation on all customer implementations and customer specific configuration
- To produce high quality release notes and updated user guides as required
What can you expect from us?
People are our greatest asset and our biggest differentiator when it comes to achieving success. We cultivate a culture where a healthy work-life balance is nurtured, and everyone feels valued.
- Career development opportunities.
- Flexible working practices and working from home.
- Workplace pension scheme provided by Aviva.
- Team Building Day.
- “Dictate IT Day” – additional paid time off.
- Employee Assistance Programme - a confidential employee benefit designed to help our people deal with personal and professional problems that could be affecting their home life or work life, health and general wellbeing; a complete support network that offers expert advice and compassionate guidance 24/7, covering a wide range of issues.
- People hub - a Group knowledge centre and communication platform, designed to give our people 24/7 easy access to resources such as: wellbeing webinars, monthly live meditations, training videos, tips and tricks and much more.
- CSR initiatives - fundraising activities that will contribute and support our chosen charities.
- Competitive salary packages.
- Generous paid time off and holidays.
What we expect in return?
Essential Skills
- Experience in troubleshooting and incident resolution in a first or second line role in a customer facing role
- Knowledge of web-based application infrastructure particularly in the Microsoft technology stack
- A good level of SQL knowledge as support cases requires the ability to query databases
- A basic understanding of RESTful and SOAP APIs would be an advantage
- A technical background with XML based messaging systems would be an advantage
- Be able to demonstrate logical thinking and problem-solving techniques
- Good both written and oral communication skills are required, particularly as the candidate is expected to interact with IT professionals, healthcare administrators, clinicians
Desirable Skills
- Any development experiences
- Team Foundation Server Scrum/Agile
- NHS sector experience
- Hardware/systems software
- AntiVirus/WSUS/Firewalls/Routers/Server management
