Harris Health Alliance (HHA), a Harris Computer company, are currently recruiting for an Application Support Engineer on a permanent, full-time, remote-working basis.
The Application Support Engineer will join our Maternity brand K2 Medical Systems. This is an established role within the business, and you will become part of a growing team that supports our cloud-based healthcare applications within Maternity, with new products and services currently being onboarded, it’s an exciting opportunity to help develop the role in the business.
The Application Support Engineer will be the first port of call with customers and will be responsible for ensuring their issues are triaged, progressed, investigated, updated and managed within the product SLAs. Where possible. you’ll resolve the issue and work with the wider team on root cause analysis, including reproduction of issues internally and liaising with our Engineering team regarding any software defects.

In performing this role your core duties and responsibilities will include, but will not be limited to:
· Managing the support of customer issues using the ITSM tool, phone and email as required
· Implementing first line fixes, where possible
· Contributing to our knowledge base, writing articles to help others both internally and externally
· Assessing and triaging service desk tickets according to issue type, in line with SLAs and escalating where applicable
· Providing a consistent and efficient support experience to all customers, maintaining high standards of service
· Identifying the minimum dataset for investigation and resolution, through communication with customers.