Devops Engineer

DevOps Engineer


  • Location: Bristol, Remote working
  • Contract: Permanent
  • Salary: £25K-30K
 

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Overview

Our software supports the care of 19 million patients, handling 70 million transactions p.a. in the UK NHS market. We are a team of over twenty, largely home based and with an office in central Bristol close to the Waterside. Our agile culture is very much developer / engineering focussed and high standards are expected because that’s what we would want should we become patients.

 


The Team

The Technical Services team is key to delivering customer success, including the provision of support and deploying updates and releases of our applications. Customer support is responsible for resolving any product-related issues quickly and efficiently, including a broad range of queries from system setup to diagnostics, capturing and escalating any requirements related to enhancing and developing the solution for the customer (pre-sales).


Role Definition

We’re looking for an engineer to join our existing Technical Services team in providing support to our customers. The candidate will be responsible for fault diagnosis and resolution of the Epro solution, reporting and tracking tickets, and keeping customers updated during the process. You will ensure a highly available, resilient and maintainable system at all times. Queries raised by a ticketing system, calls, emails and other means must be managed through to resolution to ensure maximum customer satisfaction within set SLAs.

The environment you will join is one of excellence and excitement as the company expands with new clients and introduces new product features. You’ll be a vital interface between the company and the customer base and will develop an understanding of why we put our customers and their patients first

The role includes out-of-hours and on-call work, and, occasionally, customer facing work on weekends.


Typical Activities

  • Elements of 1st and 2nd line support — first point of escalation for all technical support issues via telephone, email and remote control for the range of modules the solution provides
  • Understand product modules / features as configured at a customer site
  • Capture key information, assess and prioritise all helpdesk tickets
  • Escalate technical issues to developer teams where necessary
  • Reproduce errors locally or in the client’s test environment
  • Locate, view and analyse Epro (our application) error logs
  • Locate, view and analyse Windows error logs
  • Set up Microsoft IIS, SQL and SSRS
  • Use SQL tools to diagnose data problems
  • Resolve and close problems and issues in line with customer SLAs, including training and configuration issues, ensure that customers are kept up to date at all times
  • Deploy patch updates
  • Upgrade an existing site
  • Deploy a fresh installation
  • Improve internal processes and tools
  • Participate in 24/7 on-call support rota

Person Specification

We are looking for a person with strong technical understanding as well as excellent communication skills with the ability to explain things in a clear and concise manner both verbally and in writing to our customers. The ability to communicate effectively with different audiences (developers, technical engineers, management) is essential. We expect excellent organization skills along with good time management, and the ability to cope well under pressure in a fast-paced environment. High level accuracy with attention to detail will be required at all times, handling multiple tasks and the ability to prioritise workloads. The successful applicant displays a can-do attitude, a keen interest in learning about new technologies/tools and has a flexible approach to work in accordance with business requirements.


Knowledge

A strong technical background and experience with most of:

  • Microsoft SQL Server administration
  • SQL syntax
  • Windows Server
  • Microsoft SSRS
  • Powershell / Automation
  • IIS / ASP.NET
  • Debugging (web) applications
  • Virtualisation (Azure)
  • Basic Network troubleshooting skills

Skills

  • Excellent analytical and problem-solving skills
  • Attention to detail and following procedures
  • Good written and spoken English (customer service role)
  • Customer Service skills