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Support Technician

2 months ago

Mansfield UK, Nottinghamshire, United Kingdom Magentus | EMEA Full time

About Us


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.

People are at the heart of everything we do at Magentus — we work as one team to create a healthier society.


Short Summary


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


Key Responsibilities of the role:


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


Duties include:


  • Answering customer telephone calls
  • Adhering to processes and using our call management system (Jira) for all distinct customer communication.
  • Perform an initial diagnosis and wherever possible resolve the issue using documented resolution guidance from our knowledge repository.
  • Resolving the ticket early is important to maintain customer satisfaction, so early resolution is our primary goal. However, after following all avenues of investigation, should the ticket not reach resolution in the L2 phase it may be elevated to our 3rd line teams for deep investigation.
  • 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; meeting with customer to understand ticket priorities and to demonstrate progress on open tickets.
  • Reporting progress of incidents daily to the Service management team.
  • 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


What experience do I need:


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.


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


Desired Experience:


Knowledge and experience of the following would be useful:


  • SQL Querying
  • Dragon Voice Recognition
  • Augnito Voice Recognition
  • Linux Operating Systems
  • Knowledge of ITIL service management protocol


In return we offer:


Flexible Working Environment:

Hybrid working between Mansfield office and Home


Leave:

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

Enhanced Paternity Leave

Religious holiday swap programme

Up to two days paid Volunteering days

Paid time off during the working day to donate blood

Pawrental Leave


Leadership & Development:

LinkedIn learning

Product Training


Employee Recognition:

Peer recognitions

CEO awards

Length of service awards

Performance Annual Bonus Programme


Employee Benefits:

Life Insurance (4x annual salary)

Private health care (BUPA) plus discounted rates to add your loved ones

Salary Sacrifice Pension

Income Protection

EAP (access to online Healthcare)

Employee Referral scheme- £1,000 tax free

Branded merchandise starter pack

£250 working from home allowance

Free Flu Jabs

Enhanced Sick Pay



Our values say a lot about us:

  • One Team
  • Make a difference
  • We Care
  • Constant Evolution
  • Trust


People are at the heart of everything we do at Magentus — we work as one team to create a healthier society. 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 are committed to creating an inclusive and diverse work environment where all employees feel valued and respected.

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.