IT Support Engineer

Job Description

POSITION: Permanent/Full Time

LOCATION: Fully remote or Hybrid (London Office)

Founded in 2013, Healios is a leading specialist digital healthcare company working to empower patients and families affected by mental health, autism and ADHD conditions to support long-term outcomes and wellbeing. Our mission is to bring exceptional healthcare to anyone, anytime, anywhere.

Healios is pioneering the world’s first digitalisation of NHS Mental Health Trust outpatient services, covering multiple complex specialist assessment and psychological intervention services. By digitising entire clinical pathways, we enable children, adults and their family members to receive and seamlessly transition between clinical services from the comfort of their home.

You can find out more about us by clicking here!

THE OPPORTUNITY

• Provide excellent technical support to clients and clinicians on issues relating to Panacea and adjacent technologies
• Ensure excellent customer service and effective, appropriate and clear communication with colleagues
• Participate in on-call rotation and shifts during weekends to cover US and UK out of office hours
• Support on- and offboarding of users
• Conduct presentations and enablement sessions for users, provide recordings and documentation that is easy to follow and understand
• Work with vendors to manage issues and support requests
• Suggest improvements on and contribute to IT practices, policies and projects

TO BE SUCCESSFUL IN THE ROLE, THIS IS WHAT WE NEED FROM YOU:

• + 2 years experience in a client facing role in an environment where excellence user experience was key driver for successful support function
• Some experience in admin/tooling support
• High level of technical competency, quickly understands technical issues and can resolve them in a remote environment
• Quick learner with positive can do attitude
• Demonstrated ability to prioritise multiple incoming requests effectively and appropriately
• An emphatic, patient, professional and calm approach
• Experience of Zendesk, jira or similar; office suites, operating systems
• Excellent verbal and written communication skills appropriate for children and young people

NICE TO HAVE:

• Solid understanding of safeguarding policies
• IT admin experience
• Familiar with our toolstack: atlassian, google, aws, slack
• ITIL or similar
• Knowledge of Cyber Security, specifically for remote environments and suitable preventative measures
• Coding or scripting experience

WHAT WE WILL PROVIDE FOR YOU

• 33 days holiday (including bank holidays and closure days)
• Birthday & Life Leave days
• Contributory Pension Scheme
• Fully personalised flexible benefits package
• Enhanced family friendly policies
• Flexible, home based role
• Choice of laptop, plus an allowance to purchase additional equipment
• CPD/Growth day per year, plus personal development allowance to invest in your growth
• A collaborative culture where curiosity, creativity, experimentation and innovation are fostered
• A highly motivated and energetic team bringing a wide range of talents, experience and knowledge to solve complex challenges
• Autonomy to shape and design world leading clinical pathways that harness the power of combining technology with evidence-based interventions and a human touch
• Opportunities to grow and further develop your professional interests
• A culture that challenges the status quo in pursuit of providing exceptional healthcare and an unrivalled experience for the clients and families we support

#INDHP

DIVERSITY AND INCLUSION

“Do the right thing” is one of our core Healios values. And building a diverse and inclusive workplace where everyone feels supported is absolutely the right thing to do. Whether we’re developing a new service line or enhancing one of our products, we need people with different skills, backgrounds, identities and perspectives to ensure our innovations will work for the children and young people we are here to serve. By embracing diversity, we can deliver better care experiences and outcomes, while tackling the inequalities in healthcare provision that exist today.

SAFER RECRUITMENT & PRE- EMPLOYMENT CHECKS

Healios ensures that supporting people to be safe is at the heart of our work and a key priority across all areas of the organisation, We will do our absolute best to keep the people that we support, safe from harm. This starts with our recruitment processes.

As part of our pre-employment checks, all employees of Healios will be asked to have a Disclosure and Barring Service (DBS) check. Dependent on your role within the business, this will either be an Enhanced or Basic. A Protecting Vulnerable Groups (PVG) check will be required. You will also be asked to provide two professional references as a minimum.