Support Technician

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.