Job Title: Product Support Analyst Location: Remote, UK Reports to: Product Support Manager Work schedule: 37.5 hours The Opportunity: The Product Support Analyst will be part of a growing international group, this role covers 2nd line /3rd line support of a range of healthcare software and hardware solutions. The Support Technician will have a technical mind, a practical problem-solving approach, and a strong desire to deliver excellent service to achieve customer satisfaction. The support team underpin the business and the ever-growing product set. Timely and accurate resolution of all customer requests is essential, strict SLAs must be met and issues escalated internally where necessary. Your Responsibilities: Support the implementation of hardware and software solutions Develop and maintain relationships with key customer contacts and stakeholders Work to defined customer Service Level Agreements (SLAs) Work closely with development resource to document and resolve issues Deliver consistent high levels of customer service Product and maintain support documentation Why work for us? VitalHub UK Limited (VHUK) is a leading provider of Healthcare IT solutions, dedicated to supporting the NHS and healthcare markets in the Middle East and Australia. With a rich portfolio of merged companies, we aim to enhance patient care through innovative technology. What do we offer? · Remote & flexible working · 25 days holiday plus Bank Holidays · Support to grow through professional learning & development courses · Employee Assistance Programme · Inclusive approach to Diversity, Equity & Inclusion · Events – networking and social · PDP – progression & internal career opportunities · Death in Service · Regular training workshops Essential Experience: · Passionate about software, technology and IT · Good general software and IT knowledge and experience · Experience of Windows Server platforms (Active Directory / Group Policy / Basic networking) · SQL Server and IIS · Knowledge of built-in Windows’ tools, such as Event Log · Excellent written and verbal communication skills · Excellent interpersonal skills · Organised and able to prioritise work to meet deadlines · Methodical approach to issue investigation. As an equal opportunities’ employer, VitalHub is committed to the equal treatment of all current and prospective employees and does not condone discrimination based on age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join VitalHub.