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IT Support Analyst Home Based

2 months ago

Mansfield Nottinghamshire, United Kingdom Magentus | EMEA Full time

Magentus products and services have been at the forefront of delivering health technology for more than 30 years, offering deep expertise across clinical systems, health informatics and practice management.
Across pathology, radiology, oncology, maternity, and practice management, we are connecting the health ecosystem and transforming digital healthcare at scale. Driven by our dedicated teams across the globe, our success reflects our passionate commitment to improving healthcare outcomes.
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

On a day-to-day basis you will provide remote technical support for our customers who may be experiencing technical issues with our products.

Answering customer telephone calls
Raising incidents for reporting failures and errors found during monitoring and other support duties.
Owning and resolving customer issues (which may include escalation where necessary) including liaison with 3rd party clinical system providers.
Technical Account Management; Providing L2 technical support, resolving more complicated incidents, connecting to internal data centres, hosted environments and using desktop connectivity software.
Participation in out-of-hours rota.

From time to time, you may be expected to provide on-site support for new projects and installations

This is primarily an application support role however you should understand technical IT applications, file structures and permissions and ideally have previous IT helpdesk experience including working to strict service level agreements.

Ability to troubleshoot technical issues using only remote connection facilities or over the telephone

SQL Querying
Linux Operating Systems
Knowledge of ITIL service management protocol

Flexible Working Environment:
Hybrid working between Mansfield office and Home

25 days (increases with length of service up to 4 days) plus 8 bank holiday
Holiday purchase scheme via salary sacrifice
An extra day annual leave for your birthday
Enhanced Maternity Leave
Religious holiday swap programme
Paid time off during the working day to donate blood
Product Training


Employee Recognition:
Length of service awards
Performance Annual Bonus Programme


Life Insurance (4x annual salary)
Private health care (BUPA) plus discounted rates to add your loved ones
Salary Sacrifice Pension
EAP (access to online Healthcare)
Employee Referral scheme- £1,000 tax free
Branded merchandise starter pack
£250 working from home allowance
Enhanced Sick Pay


We Care
We hold monthly communication sessions with the Senior Leadership Team to provide company updates and strategic briefings.

Magentus Software Limited is an equal opportunities employer. 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.