1st Line Application Support Engineer

Harris Health Alliance, a Harris Computer company, are recruiting for a 1st Line Application Support Engineer on a permanent, remote-working basis.

Harris Health Alliance (HHA), are looking for a talented 1st Line Application Support Engineer to join our Maternity brand K2 Medical Systems. This is an established role within the business, to join a growing team that supports our cloud-based healthcare applications within Maternity, with new products and services currently being onboarded, it’s an exciting opportunity to help develop the role in the business.

What you will do

You’ll be the first point of contact for customers logging issues, queries, or requests. You’ll triage, troubleshoot, and resolve problems where possible, escalating more complex cases to the 2nd/3rd line team. You’ll play a vital role in ensuring customers feel supported and confident in our solutions.

The role is fully remote, but you’ll have flexibility to mix working remotely with trips to our collaborative offices based in Chippenham, Chester and Plymouth.

In performing this role your core duties will include (but will not be limited to):

• Act as the first contact for support queries via phone, email, and ITSM tools
• Log, categorise, and triage tickets within SLAs
• Provide initial troubleshooting and resolution for common issues
• Escalate unresolved incidents appropriately to 2nd/3rd line teams
• Deliver excellent customer service through clear, professional communication
• Contribute to knowledge base articles and support documentation
• Provide a consistent and efficient support experience to all customers, maintaining high standards of service
• At times support developers and/or technical client resources with further investigations

What we are looking for

This is an entry level role and in terms of relevant skills and experience, you will:

• Possess a positive Attitude and Aptitude – We’re looking for someone with the drive, determination, and ability to expand their own horizons and to help others grow their career, with a positive can-do attitude
• Be engaged to represent our business – Embody Our Values Values (harriscomputer.com)
• Preferably you’re accredited – A degree with IT/scientific content or equivalent professional certification, relevant experience is also considered
• Eligibility to work in the UK – At the point of application
• Ability to work away on occasion – At times you may need to attend a customer’s premises, it is highly desirable that you are able and willing to do so on occasion

Skillset Required

• Strong problem-solving skills and attention to detail
• Excellent written and verbal communication skills.
• A customer-focused mindset with empathy and professionalism.
• Comfortable working independently and as part of a team.
• Willingness to learn technical skills (SQL, networking, cloud) over time.
• Good working knowledge of MS Office applications (i.e. Outlook, Word, Excel, Project, and Visio).

Desirable (but not essential)

• Exposure to IT support/helpdesk environments.
• Basic SQL querying skills.
• Familiarity with healthcare IT systems or regulated environments.
• Knowledge/experience of cloud service environments, e.g., Microsoft Azure.
• OS experience (Windows Server (2012/2016/2019), Kubernetes and some Linux).
• Experience with SQL (Oracle, SQL Server, and PostgreSQL), to support debugging, querying and data updates.

About Us

Formed in 2024 Harris Health Alliance, a subsidiary of Harris Computer comprises four distinct brands all operating within the Healthcare sector providing software to clients worldwide.

Harris Health Alliance is part of Harris Computer group, a provider of mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia.

Harris’ strategy focuses on acquiring software businesses, strengthening and managing them well, and growing them for the future. Our companies provide mission-critical software solutions to a global customer base across various vertical markets. We are a part of Constellation Software Inc. (TSX: CSU), one of the world’s most active acquirers of software businesses.

At Harris, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

Benefits

Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. If your application is progressed, please make us aware of any adjustments or additional support we can provide you with.