IT Support Engineer

IT Support, SQL, Windows Server, Application Support, Wroclaw

Your new company
The company specialises in software for sample management. We offer software products that help most of the market-leading and many smaller pharmaceutical and biotech companies to improve the supply of samples (compounds, biologicals and reagents) to their vital research processes.While we may not be at the front line, we are proud to serve an industry which makes a real difference to people's lives throughout the world.

Your new role
  • Work with other globally located (UK, US, Poland) Support staff to balance the support workload and increase responsiveness to customers
  • Provide support for the customers between UK 8am to 5pm
  • Work towards the timely (within agreed SLA) resolution of support issues arising from Mosaic systems installed at customer sites:
    • Investigate customer-reported issues via remote access to customer systems
    • Gather sufficient, suitable evidence to allow further diagnosis by other staff
    • Perform data fixes or configuration changes to resolve issues or work around problems
    • Keep detailed records in support issue and change request systems
    • Test and apply fixes such as remedial scripts/patches and/or co-ordinate the application of patches through appropriate customer representatives
  • Maintain an active and excellent working relationship with customers
  • Develop a strong functional knowledge of Mosaic, and gain detailed understanding of the inner workings of product suite
  • Work closely with the Software Development group to highlight problems and raise change requests (CRs) that will eliminate/alleviate appropriate customer support issues
  • Participate in regular support meetings with customers
  • Undertake occasional travel (< 5%) to customer sites for the provision of on-site support or training
  • Understand various products and systems (such as automated stores, liquid handlers and informatics systems) in use at customer sites
  • Take responsibility for the maintenance of internal Mosaic Test systems which mimic customer installations
  • Participate in process improvement activities within the support team, and other work such as documentation

What you'll need to succeed
  • 2+ years of experience in a customer facing application facing support role
  • Very strong SQL skills (Oracle preferred), creating views, functions/procedures. Understanding of performance problems, and ability to understand/debug PL/SQL
  • Proficient with Windows (desktop/server)
  • Degree level education
  • Ability to diagnose & address application issues
  • Complex problem solving
  • Advantageous to have familiarity with sample management operations/systems or other relevant life science/bio-pharmaceutical industry experience
  • Ability to read and understand C# & .NET would be advantageous but not essential
  • Previous experience with AWS advantageous

What you'll get in return
We provide a friendly, supportive, well-organised environment, with good work-life balance and opportunities for self-improvement. This includes:
  • Some flexibility in working hours (around core hours) with partial remote working option (under current circumstances)
  • 25 days annual leave (plus bank holidays)
  • Flexible annual leave policy - ability to buy or sell up to 5 annual leave days
  • Company pension scheme
  • Cycle scheme
  • Regular social events

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. #1160922
Kliknij tutaj aby uzyskać dostęp do Polityki prywatności HAYS, która zawiera szczegółowe informacje na temat tego, w jaki sposób wykorzystujemy i chronimy twoje dane osobowe oraz Twoje prawa z tym związane.


Rodzaj pracy
Technologia & Usługi internetowe
Obszar specjalizacji
Nr ref.:

Skontaktuj się z konsultantem

Skontaktuj się Aleksandra Pacyga, Konsultant odpowiedzialny za tę rekrutację, znajduje się Katowice
Hays, ul. Chorzowska 6

Telefon: 885899468

Podobne oferty pracy do IT Support Engineer

  • Technical Support Representative

    Technical support, customer service,