Software Support / 2nd Line Support

This software business based in Bristol city centre and their software supports the care of 15 million+​ NHS patients, handling 70 million transactions p.​a.​ in the UK.​ Their agile culture is very much developer /​ engineering focused and high standards are expected because that's what they would want should they become patients.​

They offer a supportive and dynamic environment with perks including 23 days paid holiday plus bank holidays, pension contribution, ongoing professional development and regular social activities.

About the job

The Software Support Engineer will be part of a fast dynamic Professional Services department at the forefront of their business delivering software service critical to many NHS hospitals.​ The successful candidate will be responsible for the resolution of incidents & requests, ensuring an exceptional quality of service and support.​

About you

You're the type of person who thrives on taking care of things the right way the first time.​ A task comes in and you figure out how to get it done without having to ask a lot of questions.​ When you say "I'll take care of it" they know it'll be done well.​

You have a strong technical background including experience with SQL technology (ideally MS SQL server). You have prior experience of of providing support using remote control applications and working in a support environment using service management tools for managing incidents and requests.

The successful candidate will also:

- Hold a technical or scientific degree or equivalent
- Have a logical approach to problem solving, with a can-do attitude, but also not be afraid to ask for help where necessary
- Be a self-starter with the ability to self-manage workload, targets and priorities
- Possess a high degree of personal initiative with the drive, resilience and ability to meet challenging goals
- Be able to multi-task across several concurrent projects and activities

Key Responsibilities

- Technical software support up to 2nd line
- Escalation to colleagues in Site Reliability Engineering (SRE) team for 3rd line support
- Manage customer communications. This can range from technical advice on the phone to solving simple problems, so you might be on some days explaining to a user where the print button is, and on others, to the Trust IT team how to configure the email server.
- Learning new technical skills from software engineers in the SRE and development teams
- Effectively prioritising work in a busy environment
- Add and update technical support documents