Medical Informatics Engineer

2 months ago

Bedford, United Kingdom Advancing People Full time

**Advancing People are assisting their Bedford based client in the appointment of a Medical Informatics Level 2 Engineer. This is a 10 month contract and you will need to have a driving license and experience working within the medical industry andtheir systems**

**Overall Purpose**

Provide support to your assigned customer group. Working on incidents that have been logged and passed on by the Incident controller ensuring service levels are met. Responsible for customer site health ensuring all relevant checks are completed i.e Alldata backed up, capacity checks, DR functioning.

**Key responsibilities**
- Manage customer anxiety throughout the Incident resolution process, ensuring they are regularly kept informed of progress, actions and next steps - especially for high impact Incidents.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions for assigned group of customers
- Build trust and rapport with your assigned customers
- Cover other customer groups in the absence of group engineer
- Talk the customer through the problem-solving process.
- L2 Engineer responsible for Incidents, whilst still owning the incident escalate to L3 for further support in a timely fashion
- Monitor response and fix times and escalate any Incidents that may breach the customer Service Level Agreement to the relevant management
- Ensure all Incidents are fully recorded and documented within the relevant Customer Relationship Management system.
- Identify any repeat Incidents and log with the Business Relationship Manager for Problem Management.
- Ensure correct severity levels are assigned based on Incident clarification and notified to the customer where a difference of opinion may exist
- Responsible for assigned customer health checks, ensuring the customer maintains market leading uptime
- Carry out break fix in the field when L1 engineer unavailable, approved by the Service & Implementation Manager
- Support L1 Engineer
- Pass any upsell opportunities to the BRM
- Responsible for writing & implementing service RFC's and implementing CCN's for assigned customers
- Ensure RFC's/CCN have approval from CAB before proceeding. Approval recorded in Customer Relationship Management system
- Responsible for assigned customer site health checks ensuring all hardware and software are monitored and corrective action taken with utmost priority maintaining market leading uptime
- Ensure DR is up and running and in good health with data replicated.
- Mentor L1 engineers
- Work with L3 engineer/s on any upgrade projects when requested
- Attend service meetings with the BRM as approved by the Service & Implementation Manager
- Out of hours work where approved by Service & Implementation Manager
- Deputise for assigned customer group L3 engineer

**Advancing People - The Recruitment Specialist**
Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.

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