Technical Support Engineer

Technical Support Engineer
📍 Location: Gerrards Cross, Buckinghamshire  
💼 Type: Permanent, full-time
💰 Salary: 34,000 - 37,000 per annum

About the Company
Our client, a well-established organisation within the healthcare sector, is seeking a skilled 2nd Line Technical Support Analyst to join their team. This role offers the opportunity to work on interesting and challenging problems, contributing to solutions that make a real impact in the healthcare industry.

The Role
As a 2nd Line Technical Support Analyst, you will provide enterprise-level assistance to customers, ensuring timely, high-quality support. You will work directly with clients to manage implementations, troubleshoot issues, and deliver training. This is a hands-on role requiring strong technical knowledge, problem-solving skills, and the ability to work effectively in a fast-paced environment.

Key Responsibilities

• Take incoming support calls from customers and provide technical assistance

• Monitor and manage support tickets, ensuring SLA response times are met

• Analyse, diagnose, and resolve customer issues where possible

• Escalate complex issues to the development team as needed

• Maintain, track, and close support cases in Jira

• Install and customise applications for new customers

• Deliver user training sessions and provide ongoing support

• Test bug fixes from the development team before release to customers

• Contribute to improving support processes and collaboration within the team

Requirements

• IT-related qualification or degree (essential)

• Minimum 2 years’ experience in 2nd line support

• Experience with application support, Windows, databases, and remote access tools

• Hands-on experience with Jira or other ticketing systems

• Experience with Apache or similar servers

• Strong problem-solving and analytical skills

• Ability to work independently and as part of a collaborative team

• Excellent verbal and written communication skills, able to explain technical issues to non-technical users

• Must be able to drive to Gerrards Cross and live within 45 minutes of the office

What’s on Offer

• Opportunity to work in the healthcare sector and contribute to meaningful projects

• A collaborative, friendly, and open-minded support team

• Exposure to challenging, real-world technical problems

• Professional growth in a hands-on technical role