Sr Technical Support Consultant

Willingness to work within a 24×5 support model. Participation in a rotational after-hours, holiday, or on-call support schedule as required.

Responsibilities

• 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.
• 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.

Requirements

• 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.
• Arrangements Flexible work arrangement, with work-from-home and/or office options in line with company policy.

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.