Platform Support Technician
About this role
Platform Support Technician HBS-PST | Remote | IT About the role You will be a proactive and customer-focused Platform Support Technician responsible for providing day-to-day support for the HBS Platform, formerly known as Virtual Lucy. This is a hands-on role supporting a business-critical healthcare application used by internal teams, customers and clinicians. You will be the primary support contact for the platform, investigating issues, managing incidents and service requests, supporting platform configuration and working closely with Product Development to ensure a high-quality user experience. You will be comfortable working independently, taking ownership of support activities and developing a strong understanding of the platform and its associated business processes. Main responsibilities Platform Support – Provide first and second-line support for the HBS Platform, investigating, troubleshooting and resolving incidents and service requests in line with agreed service levels. Incident Management – Act as the primary support contact during platform incidents and outages, ensuring users and stakeholders are kept informed and issues are progressed through to resolution. Problem Management – Identify recurring issues, perform root cause analysis and work with Product Development to implement long-term fixes and improvements. System Administration – Support user account administration, access management, platform configuration and routine maintenance activities. Testing & Release Support – Support testing of fixes, enhancements and platform releases and validate that issues have been resolved following deployments. Documentation – Create and maintain support documentation, SOPs, knowledge articles and user guidance materials. Continuous Improvement – Identify opportunities to improve support processes, reduce repeat issues and enhance the overall user experience. Stakeholder Management – Build strong working relationships with Product Development, IT, operational teams, clinicians and customers, communicating effectively with both technical and non-technical audiences. Primary Point of Contact – Act as the main point of contact for platform support enquiries from internal teams, clinicians and customers, escalating defects and complex issues where required. Flexibility This job description is not intended to be exhaustive, and it is likely that duties may be altered from time to time in the light of changing circumstances, in discussion with the post holder. This role profile is intended to provide a broad outline of the main responsibilities only. The role is UK-wide. Your direct line manager will be the Head of IT. Essential skills EXPERIENCE Experience in IT support, application support, systems support or technical support. Experience supporting business-critical software or web-based applications. Experience working with tickets, SLAs and support processes. Strong troubleshooting and problem-solving skills. Experience producing and maintaining technical documentation. Experience supporting users in a customer-facing environment. Ability to work independently and manage competing priorities. KNOWLEDGE AND SKILLS Excellent troubleshooting and analytical skills. Strong customer service and communication skills. Ability to communicate effectively with technical and non-technical users. Strong organisational skills and attention to detail. Process-oriented with a focus on continuous improvement. Patient listener and calm under pressure. Ability to analyse and understand application workflows. Self-motivated and able to work independently. A team player, organised and able to thrive in a fast-paced environment. Desirable skills EXPERIENCE Experience supporting healthcare applications or working within a regulated environment. Experience supporting SaaS platforms. Experience with application testing and release activities. Experience using Jira Service Management or similar ticketing tools. Experience supporting integrations or APIs. Experience working with Product Development teams. Experience working with Twilio OTHER JOB RELATED REQUIREMENTS Understanding of databases and basic SQL querying. Understanding of APIs and system integrations. Understanding of AI prompts and utilisation to reduce manual tasks Awareness of cloud-hosted environments such as AWS. Knowledge of ISO 9001 and ISO 27001. Understanding of healthcare technology or digital healthcare platforms. Ready to apply? Like the look of this role for you? Share your CV with us and we’ll be in touch! Apply now Our other vacancies Explore additional sessional consultant and allied health professional roles across the HBS clinical network.
What this role is, and what else it is called
Employers in the UK advertise this kind of work as IT Support Engineer, IT Support Technician, Technical Support Engineer and Support Engineer too, so it is worth searching more than one wording. It is a mid-level IT Support & Service Desk role in the UK, advertised as fully remote, so it is open to candidates working from home.
About hiring at Hbsuk
Hbsuk has 1 other live technology role on its careers page. See all Hbsuk roles, salaries and stack.
How this role compares to the market
1,456 live UK roles list AWS right now, from 503 employers. The median advertised salary is £80,000; 28% are advertised as remote. Browse AWS roles.
1,143 live UK roles list SQL right now, from 481 employers. The median advertised salary is £60,000; 26% are advertised as remote. Browse SQL roles.
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Technologies mentioned
Detected on Hbsuk's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site.