About The Role
We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.
As Application Support Engineer, you’ll be responsible for maintaining and supporting Simplyhealth’s software applications, ensuring optimal performance, troubleshooting issues, providing second line technical support, and liaising with vendors and internal teams. The role involves working closely with end-users, understanding their requirements, identifying the right approach and engaging other technology teams to ensure timely solutions are provided to any problems they encounter with applications.
If you are passionate about technology, enjoy solving complex problems, and have a customer-focused mindset, this role is an excellent opportunity to grow your career in the IT field.
Key responsibilities
1. Operational Readiness: Validate applications or changes for live deployment, ensuring full handover and support readiness.
2. System Monitoring: Monitor application health, performance, and stability, proactively resolving issues to meet SLAs.
3. Issue Resolution: Respond to user enquiries and tickets, diagnose technical problems, and collaborate with IT teams to resolve them.
4. Incident Management: Maintain and close incident records within SLA timelines, lead complex troubleshooting, and support problem management to prevent reoccurrence.
5. Customer Support: Deliver effective, high-quality support to users, ensuring timely and empathetic resolution of issues.
6. Cross-Team Collaboration: Work with Development, QA, Network, Database, and Operations teams to support application upgrades and resolve issues.
7. Deployment Support: Assist with application deployments, upgrades, post-release validation, and system integration efforts.
8. Documentation & Training: Create knowledge base articles, provide user guidance, and support training efforts to reduce repeat issues.
9. Data & Reporting: Assist in data analysis and reporting, ensuring integrity and identifying trends in recurring problems.
10. Automation: Use scripting or automation tools to automate tasks and improve efficiency
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About You
To be considered you must have:
11. Understanding of ITIL (Information Technology Infrastructure Library) best practices for service management.
12. Experience with application support tools, monitoring systems (such as App Insights) and troubleshooting methodologies/techniques
13. Knowledge of databases (SQL) & experience with SQL and database queries
14. Knowledge/use of Low Code/No Code Apps (e.g. Microsoft Power Apps, Azure Logic Apps)
15. Previous experience in an application support or IT support role. Prior experience with the specific applications used by the company is a plus.
16. Strong analytical, troubleshooting, data interpretation and problem-solving abilities to identify, diagnose and resolve technical issues efficiently.
What’s in it for you
As well as a competitive salary, our benefits package includes:
17. Group bonus scheme
18. Generous pension with a 6% pension gift from us
19. 28 days holiday (plus bank holidays) - with the option to buy and sell a further 5 days
20. Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private medical insurance, shopping vouchers and more)
21. Your own health plan
22. Access to a wellbeing hub
23. Shopping discounts
24. Recognition awards
25. Give as you earn
26. 3 volunteering days
We have a head office in Hampshire, but depending on your role, you’ll be able to enjoy our ‘smart working’ approach This means you can flex when and where you spend your time. For many of us this means day to day work can be handled remotely, but there will also be times when we need to come together in the office to collaborate, attend training sessions, induction, briefings and more. For this role you can expect to be in the office a minimum of 1 day per week.