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Technical support engineer (applications specialist) .pdf

Original filename: Technical support engineer (applications specialist).pdf
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Job Description
Job Title

Technical support engineer (applications specialist)

Reporting to

Head of Support and Deployment

Responsible for

Product Development


Circa £35k-40k

Annual Leave

25 days




Hammersmith, London

About the Company
The Learning Clinic (TLC) is an independent healthcare improvement company that has developed innovative clinical systems which are
helping front-line staff to manage their patients more safely and efficiently. One of our award winning clinical systems is called
VitalPAC which enables doctors and nurses to record clinical data on handheld devices at the bed side, the data is analysed and
instantly escalates if patient conditions are deteriorating or referrals are required to different health care teams.
Hospitals with Vital PAC are showing health care and operational improvements. We continue to develop the system in partnership
with clinicians and managers to identify and monitor other clinical areas of care and the vision is that VitalPAC will develop further as the
Personal Assistant to the Clinicians. The future success of the company will depend on securing people who are able to grow in their
roles at the same pace as the company itself is expanding.

Purpose of the Role
A member of the helpdesk and deployment team with a focus on application support.
To provide second, third and fourth line user support and customer service on VitalPAC applications.
Performing VitalPAC installations and coding bespoke interfaces to link VitalPAC to/from the hospital’s own systems
Writing internal tools for automation and system monitoring

CONFIDENTIAL – Copyright © The Learning Clinic 2014

Main Responsibilities

Provide 2nd and 3rd line telephone and email customer support using the Oxygen helpdesk system, resolving software
and hardware issues where possible and otherwise escalating as appropriate.
Own customer issues and corral appropriate resources to resolve within SLAs.
Escalate any issues to the relevant person in advance of an SLA breach whilst retaining ownership.
Author knowledgebase articles for both internal staff and customers.
On-site support if issues cannot be resolved remotely.
Perform VitalPAC installations and upgrades and ensure technical documentation is up to date.
Configuring generic VitalPAC interfaces to/from hospital systems.
Coding bespoke data interfaces where generic solutions are not applicable.
Writing internal software tools to automate repetitive processes and system monitoring.
Adhere to the company helpdesk processes.

Person Specification





 College diploma or University degree

 Computer Science or
Information Systems

 Experience in working on a Helpdesk
 Delivering a customer focused service
 Experience of working within a software
development company
 Experience in writing technical documentation and
knowledge base articles.
 Experience in using Microsoft Visual Studio 2012+
 Technical operations & Technical troubleshooting
 Helpdesk Software and systems
 Working knowledge of Microsoft Office
 Excellent knowledge of SQL server programming
(2008 R2+) including advanced queries, stored
procedures and CLR functions
 Good knowledge of C# and ASP.NET
 Excellent written and verbal communication skills

 Working with Apple
software development teams
 Software testing

 Good awareness of Software
Development Lifecycles
 Oxygen helpdesk software
 Debugging iOS applications
using XCode
 Knowledge of JIRA
 Knowledge of Confluence

 Technically orientated self-starter, able to make
progress with minimal supervision
 Friendly and people focused
 Passionate about delivering a service that exceeds
customer’s expectations
 Ability to work within a team environment
 Excellent attention to detail
 Able to prioritize and work within time scales in
order to meet deadlines
 Willing to work the extra mile when required

CONFIDENTIAL – Copyright © The Learning Clinic 2014

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