Support Technician

Job description

Formic provides clinical assurance solutions to the NHS and other care providers to support clinical audit, and quality and process improvement. Our easy-to-use and flexible multichannel data capture and analysis technology supports healthcare organisations across all aspects of clinical and patient feedback to help deliver service improvements and satisfy national requirements.

Based on our 20 years of dedicated healthcare experience and understanding of the challenges and regulatory demands within health, our solutions are now in use in over 200 NHS organisations and private healthcare providers throughout the UK. Formic supports patient experience and Friend and Family Test data capture across multiple channels and care settings and helps deliver local and national clinical audits in conjunction with numerous care providers and royal colleges. Formic has high levels of customer satisfaction and retention through its partnership approach to delivery, its dedicated and flexible support service, and its quick-to-implement technology. Customers use our Information Governance-compliant solutions to improve care and staff morale, and deliver a better patient experience.

Formic is currently recruiting for a Support Technician position, based at our offices near Heathrow, London.

Location

London, Heathrow, Stockley Park, Uxbridge.

Overview

The Support Technician role at Formic is to primarily operate an effective Help Desk ensuring that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the recording, identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of any activities associated and required with the final resolution.

In addition to the primary role above, the Technician will also be required to support internal staff with requests or issues relating to systems or hardware. This includes, although by no means exhaustively, access to facilities such as SaaS, other cloud services and infrastructure, and the usage of internally installed productivity software systems such as the Microsoft Office Suite. General Responsibility for monitoring and administering local and external internal systems and infrastructure on a day to day basis as well as specifically within the remit of Formic’s ISMS (Information Security Management System), is also part of this role.

Position Requirements

Formal Education & Certification

• College diploma or university degree in the field of computer science, information sciences, or related field and/or 5 years’ equivalent work.

Essential Knowledge & Experience

• Exceptional knowledge of computer hardware, including desktops\laptops, servers, varying mobile devices.
• Strong technical knowledge of current network hardware, protocols, and standards.
• Deep-seated experience with Microsoft desktop and server operating systems, both historically and present.
• This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individuals must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

Desirable Education, Knowledge & Experience

• Certifications in CDIA+ and Microsoft technologies.
• Experience in data capture, document imaging and workflow.
• Experience using multi-functional devices and scanning hardware.
• Experience with Microsoft SQL Server, both historically and present.
• Knowledge of configuring and troubleshooting Web Services and applications.
• Proven track record of operating a Help Desk and\or developing and providing Service Level Agreements and Help Desk deliverables.
• Knowledge of ISMS Framework, implementation, operation and maintenance, in relation to ISO27001:2013.

Personal Attributes

• Solid relationship management and performance management skills.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical, evaluative and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Must be able to learn and support new and fast-changing technologies.

Work Conditions

• Additional working hours as required from time to time.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Travel may be required.