Customer Support Engineer

Customer Support Engineer

Central Scotland/Remote UK

Aridhia Informatics provides a platform of cloud services designed to support best practice in health and clinical research. At its core, Aridhia’s Digital Research Environment (DRE) provides secure, cloud-based workspaces and FAIR data services to allow distributed, multi-disciplinary research teams to share data and collaborate.

The Customer Support Engineer will resolve issues raised by internal & external customers relating to IT systems & processes, individually or as part of a joint effort.

• Externally, supporting customers in their use of Aridhia’s Workspaces & FAIR services.
• Internally, supporting the infrastructure and toolsets that enable the Aridhia staff to do their jobs.
• Workload will be split between 2 areas.
• Reacting to customer issues and working towards their resolution, whilst managing the customer relationship.
• Playing a part in ongoing projects to deploy new solutions..

What’s in it for you?

In addition to competitive remuneration packages with opportunities to share in our commercial success, we offer the following benefits:

• 35 days annual holiday entitlement, inclusive of three public holidays
• Compressed Working Hours Scheme
• Private healthcare for employees and their families
• Death in Service scheme
• Generous Company Pension scheme
• Enhanced maternity, paternity and sick pay benefits
• Individually tailored induction and personal development plans
• Personal Training Budget

What you’ll be doing…

The primary responsibility of the Customer Support Engineer (CSE) will be to achieve solutions to issues logged by Service Desk customers.

This should be achieved by:

• Analysing, replicating and troubleshooting reported issues and seeking clarification from customers as needed
• Working individually, with Aridhia colleagues and/or 3 rd party suppliers to achieve positive outcomes
• Ticket management and solution documentation using Jira Service Desk, escalating as/when required
• Communicating promptly, clearly and candidly with customers via their preferred channel (email, messaging, video and/or phone calls)
• Managing tickets and workload to honour to service level agreements

The CSE will also:

• Participate in periodic monitoring of operational systems and automated monitoring
• Work within Aridhia Information Security policies & ISO accreditations and support/advise colleagues in doing the same
• Assist in the production of service reporting as required
• Configure and/or maintain basic hardware, infrastructure and software tools & services, ensuring audit/tracking documentation is kept up to date
• Take part in ongoing reviews of Service Desk tickets, project work and documentation to:
• Support ongoing process improvement
• Avoid of single points of failure and/or bottlenecks
• Update customer facing Knowledge Bases

Qualification/Skills Required

Essential

• Working in a multi-disciplinary service desk role
• Using support ticket management systems
• Adhering to and understanding service level agreements
• Direct interaction with customers
• Working with at operating system level, be it Windows and/or Linux/UNIX.
• Communicate clearly, candidly and effectively with people at all levels of an organisation, using whatever channel they prefer
• To be able to cope with ambiguity but a drive to clarify/identify issues
• Solve problems through analysis and deductive reasoning
• Assess the impact of issues and effectively prioritise them.
• A need to ensure customers have the best support experience possible and to have that drive your actions
• A willingness to work in a small, multi-disciplinary team
• An eagerness to lean forward into problems
• Flexibility & commitment to work when & where needed
• The willingness to train, upskill and expand both your technical and behavioral capabilities
• Attention to detail

Desirable

• Experience of working within ITIL guidelines and familiarity with ITIL framework. Even better, an ITIL Foundation qualification.
• Previous experience of supporting SaaS, PaaS and/or Cloud environments
• Awareness and understanding of the research or healthcare domain
• Knowledge of Office 365, SharePoint and the Microsoft suite
• Broad technical knowledge including experience of Linux, networking and virtualization concepts
• Experience of version control software (e.g. Git)
• Experience of programming and/or database use

About Aridhia

Aridhia enables clinical and life sciences users to use Cloud services to collaborate, investigate and develop innovative therapies, diagnostics and care pathways for a range of medical conditions. We do this through Software and Platform as a Service, giving self-service access to secure workspaces for data management, de-identification, statistics and machine learning, cloud computing and interactive visualisation. In this way, a growing number of research hospitals, universities and pharmaceutical companies can ensure confidentiality, compliance and ethical use of patient data.

Our Aridhia Digital Research Environment (DRE) is built on leading technologies and this role offers the exciting opportunity to join an inclusive, talented and dedicated top-flight technical team and to develop and enhance your experience and skills whilst contributing to the delivery of our roadmap and key strategic projects.

The Product Delivery team works to turn ideas into reality, driving the development and operation of the Aridhia platform and services. By constantly reviewing, evaluating and upgrading what they design and build, they ensure that our platform and products remain at the cutting-edge.

Please note all successful candidates will be required to achieve a Basic Disclosure Scotland Certificate.