Support Engineer

1 day ago

Maidstone, United Kingdom Wilde Associates Full time

**Job Title**: Support Engineer (Data, Reporting and Analytics)

**Location**: Homebased / Hybrid role with requirement to travel to either Maidstone, Kent or Warrington, Cheshire once a month

**Salary**: up to £35,000

**Job Type**: Permanent

**Job Reference**: LH10282

The Support Team provide support for the configuration and use of our clients software solutions for the healthcare market, as well as a number of standalone products across the company. The Support Engineer will form part of a new team that has been createdwithin the Service and Support department to provide support to the service desks on investigation of incidents through to resolution, identify workarounds and investigation for problem root causes. The role requires collaboration between multiple resolverteams, problem management, technical and development.

Initially the postholder will work as a dedicated support engineer for the configuration and use of the company’s EPR BI data warehouse reporting product following incident management practice. Following successful onboarding, the Support Engineer will upskillteam members on the BI data warehousing solution and work within the Support Engineering team. Using technical skills and knowledge to investigate issues, not just with anomalies in data and data transformation issues, but across all products on our platformto

assist in resolution of incident, progression of problem records and cross-train the service desk teams; enhancing the capability of the service provided from first response.

**Education & Experience**:

- MCSE or equivalent knowledge and experience
- Microsoft SQL Database Administration knowledge and experience
- Microsoft SQL Server, including writing SQL database queries and understanding and following through complex SQL to establish the root cause of issues
- Experience of technical operations and technical troubleshooting
- Understanding of cloud-based solutions such as Microsoft Azure
- Good understanding of Web Services and technology such as IIS, MQ, XML and.NET
- Good understanding of WINTEL technology, networks, and storage
- Experience and knowledge of JIRA and Confluence ITSM Tool
- ITIL Foundation qualification or experience of working within an ITIL Service framework
- NHS informatics background with understanding of the statutory, management and clinical reporting needs of the NHS would be beneficial
- HL7 Messaging knowledge would be beneficial

**Responsibilities**:

- Collaborate on incident investigations between service desks & problem management
- To provide support to the service desks within a 3rd line capability for identification of workarounds
- To investigate problems for identification of a root cause and steps to recreate
- To document and maintain knowledge base articles for sharing of knowledge attained. This will also involve cross-training within the service desks
- Manage the support of customer issues using the company ITSM tool, JIRA
- Use initiative to process and prioritise faults according to incident management practice
- Be involved in the identification, creation and running of data fixes
- Any other activities in support of the business which can reasonably be expected to fall within the capabilities of the employee
- Provide out of hours support as part of the on-call rota

Wilde Associates is working in the capacity of an Employment Business for this role

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