Role Summary
The Senior Technical Support Consultant provides advanced application support to healthcare clients, independently investigating complex issues and coordinating resolution across clients, vendors, and internal teams. The role supports reliable service delivery through sound troubleshooting, clear communication, accurate case management, and knowledge sharing.
The consultant handles priority escalations, contributes to problem and change management, and supports the development of colleagues through peer guidance and knowledge-transfer sessions.
Key Responsibilities
- Provide remote application support to hospital IT staff and other healthcare clients.
- Investigate and resolve complex product issues; identify when to engage Development, vendors, or other support teams.
- Manage incidents and service requests through their lifecycle, maintaining clear case notes, action plans, ownership, and client updates.
- Handle priority incidents and participate in P1/P2 escalations, calls, and bridge calls as required.
- Troubleshoot SQL Server and T-SQL issues, including query execution, data validation, job failures, and common performance or space-related problems; escalate issues requiring deeper specialist investigation.
- Troubleshoot Windows Server and application-environment issues, such as services, scheduled tasks, permissions, storage, and connectivity, within the role’s access and support scope.
- Explain application functionality and workarounds to clients, and share product feedback with appropriate internal teams.
- Create and maintain useful knowledge articles and document recurring issues or defects to support problem management.
- Follow change-management, patient-safety, security, and support procedures.
- Collaborate with Development, Services, vendors, and other Product Support teams to progress cases and achieve resolution.
- Share product and troubleshooting knowledge with colleagues through case reviews, peer guidance, and knowledge-transfer sessions.
- Contribute to queue monitoring, handovers, and other team activities that support service continuity.
Minimum Qualifications
- Typically 5+ years of experience in technical support, software support, or a related role. Equivalent relevant experience may be considered.
- Strong practical SQL skills, including writing and troubleshooting queries and using SQL Server/T-SQL in a support context.
- Experience investigating common SQL Server issues, such as failed jobs, query performance, and data or storage concerns, with appropriate escalation of complex database problems.
- Working knowledge of Windows Server support, including services, scheduled tasks, permissions, storage, and basic connectivity troubleshooting.
- Experience troubleshooting software applications and analysing complex customer issues.
- Understanding of software development and support lifecycles, including defect identification, change, testing, and release processes.
- Ability to manage cases independently, prioritise effectively, and escalate issues with clear supporting evidence.
- Strong written and verbal communication skills, including the ability to explain technical issues to clients and colleagues.
- Experience working with international clients or in a distributed support environment.
- Ability to collaborate effectively across teams while taking ownership of assigned work.
Preferred Qualifications
- Experience supporting healthcare applications or working in a patient-care environment.
- Familiarity with healthcare terminology and operational workflows.
- Exposure to healthcare interfaces or HL7.
- Relevant certifications in SQL Server, Windows Server, healthcare IT, or a related field.
- Experience contributing to knowledge management, problem management, or peer learning.
Skills and Behaviours
- Structured problem-solving and sound technical judgement.
- Client-focused communication and professional case ownership.
- Clear documentation and dependable follow-through.
- Ability to balance independent troubleshooting with timely escalation.
- Collaborative approach to supporting colleagues and sharing knowledge.
- Ability to manage competing priorities and meet service commitments.
Working Arrangements
- Flexible work arrangement, with work-from-home and/or office options in line with company policy.
- Willingness to work within a 24×5 support model.
- Participation in a rotational after-hours, holiday, or on-call support schedule as required.
