Technical Support Specialist

5 days ago

Mansfield, Nottinghamshire, United Kingdom Magentus | EMEA Full time
Job Title: Technical Support Specialist

Magentus products and services have been at the forefront of delivering health technology for over 30 years, offering deep expertise across clinical systems, health informatics, and practice management.

We are connecting the health ecosystem and transforming digital healthcare at scale, driven by our dedicated teams across the globe.

Our Support Team is the first point of contact for our customers, monitoring customer systems, responding to and resolving customer tickets, and supporting the installation of new products and product fixes.

As a Technical Support Specialist, you will provide remote technical support for our customers experiencing technical issues with our products, answering customer telephone calls, and raising incidents for reporting failures and errors.

You will own and resolve customer issues, including escalation where necessary, and provide technical account management, including L2 technical support and liaison with 3rd party clinical system providers.

Participation in out-of-hours rota is also required, and 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, requiring understanding of technical IT applications, file structures, and permissions, and ideally previous IT helpdesk experience, including working to strict service level agreements.

Ability to troubleshoot technical issues using remote connection facilities or over the telephone is essential.

Key Responsibilities:
  • Provide remote technical support for customers experiencing technical issues with our products
  • Answer customer telephone calls and respond to customer tickets
  • Raise incidents for reporting failures and errors
  • Own and resolve customer issues, including escalation where necessary
  • Provide technical account management, including L2 technical support and liaison with 3rd party clinical system providers
  • Participate in out-of-hours rota
  • Provide on-site support for new projects and installations (as required)
Requirements:
  • Understanding of technical IT applications, file structures, and permissions
  • Previous IT helpdesk experience, including working to strict service level agreements
  • Ability to troubleshoot technical issues using remote connection facilities or over the telephone
What We Offer:
  • Flexible working environment, with 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
Benefits:
  • 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.

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