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Implementation & Remote Support Technician
Heidelberg Engineering Limited
55 Marlowes, Hemel Hempstead HP1 1LE
Full-time
Apply on company site

Job details

Pay information not provided
Financial planning services, Annual leave, Sick pay, Life insurance, Company pension, Private medical insurance, Work from home, On-site parking
Full-time
Monday to Friday
55 Marlowes, Hemel Hempstead HP1 1LE

Full job description

About the Company

Heidelberg Engineering Limited is a wholly owned subsidiary of a world-leading manufacturer (Heidelberg Engineering GmbH) and a provider of high-quality ophthalmic diagnostic solutions. We are strengthening our Health Care IT Team to elevate the support we provide to our customers.

We are looking for

Heidelberg Engineering Ltd is looking to recruit an Healthcare IT Support Technician to join the Hemel Hempstead technical support team. We are looking for somebody with demonstrable experience in the IT sector who is confident to diagnose and resolve technical issues, manage their time effectively, work in a fast paced environment and who has worked in a helpdesk/IT support role previously.

Your role will be to provide technical support services to customers and assist with the management of internal IT infrastructure and in-house IT applications. Experience within the healthcare IT sector and/or imaging would be desirable.

Your responsibilities

The Healthcare IT Support Technician is responsible for the first line support and maintenance for the software and hardware product range of the Heidelberg Engineering group through the identification and resolution of customer IT and device related issues.

This position is responsible for maintaining customer satisfaction by resolving issues quickly, efficiently, and professionally through telephone and remote support. ​

  • Proactively deal with incidents and requests assigned by the Helpdesk Support and ownership of support tickets.
  • Remotely assisting customers with technical support issues, resolving network issues, installing and configuring software.
  • Communicate with all levels of stakeholders, talking them through steps to resolve issues, keeping them informed of progress.
  • Ensure helpdesk tickets are diagnosed and resolved/escalated in a timely manner.
  • Ensure all support related activity are logged and documented on our CRM system.
  • Provide support and integration for the software product range within the Heidelberg Engineering group.
  • Responsible for confirming the correct configuration, parts, and software prior to dispatch.
  • Responsible for the validation of new installations of customers' I.T based systems.
  • Provide occasional support with device installations when required..
  • Attend trade exhibitions where required.
  • Maintain a high level of product knowledge.
  • Develop a quality working relationship with colleagues and customers.

Your qualifications

  • Microsoft certification(s)
  • BA (Hons) - Information Technology (or equivalent)

Our focus is finding a candidate with the right attitude, willingness to learn, passion for technology, and experience within IT support.

Your profile

  • Demonstrable experience working within the IT sector
  • Experience within healthcare IT and imaging desirable
  • Working knowledge of Microsoft Office
  • Ability to diagnose and resolve basic technical issues
  • Experience working with helpdesk systems preferable
  • Knowledge and abilities to administer Windows Server 2016 (October 2016), Windows Server 2019 (October 2018) and Windows Server 2022 (August 2021)
  • Excellent knowledge of Microsoft Windows operating system Windows 7/8/10
  • Experience with digital volt meters, laser power meters, optical alignment tools and specialised test equipment desirable
  • Demonstrated proficiency in resolving technical problems in medical imaging modality desirable.

The application process has been simplified to give every candidate the opportunity to excel. Therefore, if you believe the description above best describes you, please simply apply with your Cover Letter and CVvia the link below:

Hours of Work

Monday – Friday 08:30 – 17:30 (1-hour lunch break)

Benefits

  • Competitive Salary.
  • Annual Bonus.
  • Private Healthcare.
  • Excellent Pension Scheme.
  • Life Assurance.
  • 25 days Annual Leave + Bank Holidays.

The Application Process

The application process has been simplified to give every candidate the opportunity to excel. Therefore, if you believe the description above best describes you, please simply apply with your Cover Letter and CV via the link below:

Job Types: Full-time, Permanent

Benefits:

  • Company pension
  • Financial planning services
  • Life insurance
  • On-site parking
  • Private medical insurance
  • Sick pay
  • Work from home

Work Location: In person

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