• Work closely with the Application Support Analysts to provide platform, data, and technical support, answering support queries via phone, email, and ticketing system in a timely, polite, and efficient fashion
• Work with the Application Support team to analyse and resolve assigned support tickets regionally and globally
• Ensure tickets are kept up to date with progress at a level that they could be picked up by anyone in the team
• Daily monitoring and health check of the system
• Provide regular updates to users and the team lead, users, and stakeholders on progress with items, escalating issues
• Raise application awareness, create promotional material, and maintain documentation
• Review and update the knowledge base and product guides
• Undertake projects, completing assigned tasks and adhering to the timeframes defined within the SLAs and SLOs

Skills: Technical Support, Ticket Management, System Monitoring, Issue Resolution, User Communication, Documentation Maintenance, Knowledge Base, Application Awareness

• Serves as the primary contact for service interruptions and technical questions.
• Learn the Orion Health product suite and solution implementations to analyse and resolve issues in line with contracted SLAs.
• Identify, initiate, and scope service releases according to priorities and time frames laid out in the service level agreements and enhance client satisfaction.
• Ensure all release documentation is easy to read, formatted, and contains all necessary information.
• Proactive engagement with the clients to resolve issues before they occur.
• Fix the cause and not just the symptom of an issue.
• Act as the primary contact for customers engaging in regular review sessions of outstanding issues.
• Schedule delivery of product releases
• Maintain support collateral to ensure that other members of the support team can adequately provide support to the Orion Health clients, and that other business units with Orion Health have a clear understanding of the implementation.
• Confident to work independently, develops a collaborative attitude towards the team's common goals, influences team culture, and contributes to the success of a high-performing team.
• Fosters healthy relationships in the team and provides mentorship based on past experiences.
• Participant in the after-hours support roster to ensure that Orion Health can provide a 24/7 support service.
• Connected to the appropriate environment within 20 minutes of receiving a call.

Skills: Incident Management, Product Expertise, Release Coordination, Documentation Quality, Client Engagement, Root Cause Analysis, Customer Review, Team Collaboration

• Provide service users with an initial point of contact to understand and either resolve their issue or route it swiftly and correctly to a colleague for resolution.
• Provide 1st line support, including call logging and documenting/core desktop support/remote takeover, and escalating issues to the Senior Analyst or technical specialists within other areas of the BIS department, keeping users informed about their Incident status at agreed intervals
• Resolve or escalate other customer service requests
• Ensure proactive monitoring and reporting of recurring issues to the Senior Support Analyst and/or Service Delivery Manager
• Set up new starters, providing equipment and education
• Provide a practical level of knowledge and technical expertise
• Understand potential pitfalls relating to systems in use and how to avoid them
• Participate in, contribute to, and network within BIS ‘Communities of Interest’ relating to the chosen core technology platform areas
• Collaborate with colleagues in Business Solutions and Change.
• Provide specific operating knowledge to support delivery projects.
• Assist with global incident management, business continuity, and resolution.

Skills: First-Line Support, Incident Logging, Issue Escalation, Proactive Monitoring, User Onboarding, Technical Expertise, System Awareness, Cross-Team Collaboration

• Triaging and prioritizing support cases
• Driving improvements and best practices within the wider teams
• Working with the leadership team on strategy and insights
• Investigating issues raised via support cases, working directly with the customer
• Working with the engineering, operations, and product teams to resolve issues 
• Communicating the progress of issues/fixes to the customer and the customer success organization
• Documenting investigations of new issues and new SOPs
• Driving the supportability of the product

Skills: Case Triage, Process Improvement, Strategic Insight, Issue Investigation, Cross-Functional Collaboration, Customer Communication, SOP Documentation, Product Supportability

• Be responsible for requirement analysis, development, maintenance, and reporting capabilities of business applications.
• Be responsible for the development and maintenance of business applications.
• Create test transactions and run tests to find errors and confirm programs meet specifications.
• Gather specifications for the requirement analysis phase and estimate feasibility, cost, time, and compatibility with existing systems.
• Provide technical assistance by responding to inquiries regarding errors, problems, or questions about programs.
• User queries and help requests gather information about incidents or issues, and try to resolve them
• Maintain detailed records of user issues with software and hardware to enhance the BIS knowledge base, which allows knowledge to be disseminated across the department.
• Deploy new equipment and solutions to business users.
• Respond to other operational requests (including office moves) by the Service Delivery Manager
• Be responsible for mise-en-place preparation and sample tasting for management
• Ensure that preparation and cooking standards are maintained
• Maintain a proper quantity of par stock for mise-en-place and assist in food requisition
• Liaise with the Chief Steward to maintain the high standards of cleanliness and to align with HACCP requirements
• Report any problems, failures of machines or equipment

Skills: Requirement Analysis, Application Development, Software Testing, Technical Support, Knowledge Management, Equipment Deployment, Food Preparation, Quality Compliance

• Experience in a technical support role.
• Undergraduate degree in Computer Science/Math or a related subject.
• Must have SQL experience (MS SQL).
• Advanced level of proficiency in PowerShell/Python/Bash or an equivalent scripting language.
• Must be able to organize and prioritize requests.
• Must be detail-oriented, alert, responsive, and amenable to training.
• Strong communication skills, the candidate must be clear and concise.
• Experience with creating process documentation/drafting SOPs.
• Basic working knowledge of source control systems, Git

Qualifications: BS in Information Systems with 2 years of Experience

• Experience with SSRS (SQL Server Reporting Services)
• Experience working in an office environment 
• Experience working in a call centre, or in a role providing support to a wider team
• Experience in roles where clear communication, independent prioritization of tasks, or critical thinking were used
• Experience following complex documentation to perform tasks with close attention to detail
• A-Level, Highers or Equivalent Qualification
• Ability to understand principles of statistics, data, and analysis
• Knowledge of, or perhaps even certification in, working with principles covered by the ITIL environment, such as ITSM (IT Service Management) or ITAM (IT Asset Management), e.g., Jira
• Experience using Kanban Boards
• Experience of working with Databases, or understanding principles of Database design and Table Relationships
• Experience working with IT Systems, e.g., Office 365. 
• Experience working with spreadsheets at a more advanced level, e.g., building dynamic worksheets in Excel
• Experience working in the Energy Sector 
• Experience working with a cloud infrastructure-as-a-service platform such as Azure or AWS 
• Experience working with programming languages such as HTML, JavaScript, or Python
• Experience working with Version Control software such as Git, most likely through GitHub or BitBucket

Qualifications: BS in Business Administration with 4 years of Experience

• Working knowledge of Windows and Linux operating systems
• Knowledge of storage environments
• Knowledge of backup technologies
• Knowledge of virtualisation technologies (VMware/Hyper-V)
• Good verbal communication skills (English speaking)
• Be able to work under own initiative and as a team player
• Self-starter with the aptitude to learn
• Familiar with ITSM ticketing systems
• Ability to work in a high-paced, high-stress environment
• Ability to adapt to a fast-paced, ever-changing industry
• Ability to communicate complex, technical scenarios at a high level
• Experience of working in an IT Operations Centre
• Experience of working in a multitenant environment
• Knowledge of public cloud (Azure/AWS/GCP)
• Knowledge of security technologies (Anti-Virus/EDR/Firewalls

Qualifications: BS in Computer Science with 3 years of Experience

• Experience from within a similar position within a retail organisation.
• Understanding/interest in ERP systems.
• Demonstrable experience of using the ERP system, Microsoft Navision.
• Experience of working within a Helpdesk/Desktop Support/Application Support role.
• Advanced user of MS Office skills, especially Excel.
• Retail POS experience
• Ability to communicate and collaborate with business partners and users.
• Ability to clearly and effectively produce detailed instructions and training documentation.
• Enthusiastic and keen to learn new software and technology.

Qualifications: BS in Economics with 2 years of Experience

• Proficiency in Microsoft Office 365, including Outlook, Excel, and Word
• Basic knowledge of Microsoft Active Directory
• Basic knowledge of computer technology principles, with application and troubleshooting techniques
• Possess CompTIA certification
• Basic knowledge in Microsoft SCCM and Basic knowledge in IT Service Management Systems
• Strong communication skills, both written and verbal
• Be able to support the customer in a tactful, meaningful, and effective manner
• Ability to provide the best customer experience in a technical environment.
• Be able to diagnose a variety of computer problems and address them accordingly
• Excellent organization and time management skills
• Ability to work in a fast-paced environment

Qualifications: BS in Data Analytics with 1 year of Experience