Technical Support Engineer

Overview

Feedback Medical is seeking an experienced Technical Support Engineer to join our small team. This role, reporting directly to the Head of Technical Support & Deployment, involves providing high-quality 1st and 2nd level technical support to FbkMed customers and staff. Ideal candidates will be customer-focused and have strong experience with Microsoft 365 and Azure Active Directory. This position is well-suited for someone interested in advancing to a Senior Technical Support Engineer, Operations Engineer, or Cloud Engineer role in the future.

Key Responsibilities

Customer and Employee Support:

• Provide high-quality 1st and 2nd level technical support to Feedback Medical’s customers and staff via telephone, email, and remote desktop, assisting both IT and non-IT literate end users.
• Monitor, maintain, and ensure the security of Feedback Medical’s infrastructure, including Microsoft 365, Azure Active Directory, and Endpoint, ensuring alignment with Feedback Medical’s ISO 27001 requirements.
• Triage and analyse incoming tickets to categorise and prioritise them based on impact, risk, and urgency, and escalate as needed.
• Fulfil service requests and provide technical support for custom applications on industry standard operating platforms.
• Install, configure, and support new software and hardware such as PCs, laptops, tablets, and other mobile devices, ensuring the Asset Register is kept accurate.
• Maintain existing hardware/software, including installation and deployment of updates.
• Offer training and advice to staff on the use of Feedback Medical’s IT systems (e.g., Microsoft 365 Apps, Atlassian).
• Monitor capacity and compliance of systems and environments.
• Troubleshoot and resolve tickets while liaising with users until resolution is achieved or escalation is required, retaining ownership throughout the ticket lifecycle.
• Ensure timely response and resolution of tickets in line with Service Level Agreements (SLAs), with a focus on quality and accurate responses.
• Create and update training materials, runbooks, and knowledge base articles.
• Escalate tickets to the Head of Technical Support & Deployment or the appropriate 3rd line subject matter expert when necessary.

Process and Procedures:

• Systematically plan and implement changes in accordance with Feedback Medical’s change management procedures.
• Flag significant incidents to the Problem and Change Manager.
• Provide input and assistance in problem investigations, including identifying and analysing the root cause of issues.
• Comply with processes and procedures within Feedback Medical’s Integrated Management System (IMS).

Documentation and Compliance:

• Ensure client documentation is kept up to date and accurate.
• Contribute to the Support knowledgebase and end-user training materials.
• Adhere to GDPR requirements.
• Comply with patient confidentiality requirements such as the NHS’s Data Security and Protection Toolkit.

Qualifications and Experience

Essential:

• Extensive experience with Microsoft 365 Cloud and AzureAD, including configuration, management and support, is crucial for this role.
• Understanding of and administering Active Directory and group policy management.
• Minimum of 5 years proven experience of working within a similar role, demonstrating the ability to troubleshoot issues using a methodical and logical approach.
• In-depth experience in the configuration, management, and support of Windows Desktop and Server Environments.
• Familiarity with backup and disaster recovery solutions.
• Understanding of the ITIL framework and ITSM practices and procedures.
• Experience of supporting custom applications.
• Experience with supporting mobile devices, such as Android and iOS.
• Experience of server virtualisation technologies such as VMware and Hyper-V.
• Experience of TCP networking, DNS, DHCP, and related protocols.
• Numerate, with excellent verbal and written communication skills in the English language.
• Ability to work effective both within a team and independently when required.
• Flexibility and the capability to multi-task, reacting swiftly to unexpected support issues.
• Strong self-organisation and workload prioritisation skills.
• Proactive approach to self-development.
• Good time management skills, with efficiency, accuracy, and attention to detail in task completion.
• Willingness to learn new skills and actively listen to others.

Desirable:

• Previous experience of working with or within the NHS.
• Understanding of ISO 27001 requirements.
• Knowledge of cybersecurity best practices.
• Familiarity with DevOps practices and tools.
• Experience with Microsoft SQL Server and Internet Information Services (IIS).
• Understanding of server monitoring tools and techniques e.g., interpreting IIS logs, HTTP status codes, event logs, Windows performance counters.
• Ability to set up, configure, and maintain monitoring systems, including any programming and scripting (e.g., PowerShell, HTML, SQL, JSON).
• Experience with cloud platforms, particularly AWS and Azure.
• Experience working within a Quality Management system, such as ISO 9001 or ISO 13485.
  Experience with IT project management or coordination.

Additional Information:

• Probationary Period: There is a 6-month probationary period.
• Hybrid Working Arrangement: Attendance at the Peterborough office is required once or twice per week, with free parking available.
• Travel Requirements: Occasional travel to London or a customer site could be required, with travel expenses reimbursed.
• Flexibility: As a small company, Feedback Medical may occasionally require you to take on additional roles and responsibilities.

Interview Process:

2-stage

• Initial 15-minute phone call with the Head of Technical Support & Deployment.
• Virtual Teams meeting with 2-3 representatives from Feedback Medical.