Software Support I

Role overview Provide first-line technical support for healthcare software, interfaces, databases, and related hardware used by customers in the UK and Italy. You will investigate issues, guide customers through solutions, and coordinate with technical colleagues and service partners when problems need deeper investigation.

Responsibilities - Respond to customer requests by phone, email, and remote support tools, and investigate incidents within established service processes. - Diagnose issues involving software, Windows environments, databases, network connectivity, and system interfaces. - Record troubleshooting steps and outcomes in a ticketing system, escalating complex cases to the appropriate teams. - Work with developers, field service staff, distributors, and suppliers to resolve customer problems. - Assess customer software, hardware, and interface needs remotely; assist with service quotations and support administration. - Use SQL Server Management Studio for database investigation and contribute to support improvements and projects.

Requirements - Previous technical, helpdesk, application, or IT support experience in a hospital or biomedical setting. - Experience supporting healthcare software or medical device solutions. - Fluent written and spoken English and Italian, including the ability to provide technical assistance in both languages. - Strong troubleshooting, analytical, communication, and customer service skills. - Experience with Microsoft Windows and Office, and the ability to work independently as well as collaboratively.

Nice to have - Knowledge of SQL Server, database troubleshooting, TCP/IP networking, software interfaces, or integrations. - Experience with remote support tools or Italian healthcare organisations and distributors.

Benefits and work setup - Based in the UK, ideally near Coventry, or in Italy; the role supports customers across the EMEA region and includes hotline coverage. - The source lists an annual base pay range of €34,100–€51,100. It also describes potential discretionary bonus and long-term incentive eligibility, which may vary by role and location.