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Magentus Logo Magentus · IT - Administration

Support Technician

United Kingdom, Manchester (City Centre) or London (Farringdon) · Job Posted February 13, 2026
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Job Description

Our Support Team are the first point of contact for our customers. They monitor customer systems, respond and resolve customer tickets whether they be Service Failures, System Requests or Events whilst supporting the installation of new products and product fixes.

Job Responsibility

  • Provide remote technical support for customers experiencing technical issues with our products
  • Answering customer telephone calls
  • Adhering to processes and using our call management system (Jira) for all distinct customer communication
  • Perform an initial diagnosis and wherever possible resolve the issue using documented resolution guidance from our knowledge repository
  • Raising incidents for reporting failures and errors found during monitoring and other support duties
  • Owning and resolving customer issues (which may include escalation where necessary) including liaison with 3rd party clinical system providers
  • Technical Account Management
  • meeting with customer to understand ticket priorities and to demonstrate progress on open tickets
  • Reporting progress of incidents daily to the Service management team
  • Providing L2 technical support, resolving more complicated incidents, connecting to internal data centres, hosted environments and using desktop connectivity software
  • Participation in out-of-hours rota

Requirements

  • Previous IT helpdesk experience including working to strict service level agreements
  • Knowledge of ITIL service management protocols
  • Customer focused
  • Ability to troubleshoot technical issues using only remote connection facilities or over the telephone

Nice to have

  • SQL Querying
  • Dragon Voice Recognition
  • Augnito Voice Recognition
  • Linux Operating System

What we offer

  • Hybrid working environment from Manchester (City Centre) or London (Farringdon) – 3 days a week from the Office and 2 from home
  • 25 days annual leave (increases with length of service up to 4 days) plus 8 bank holiday
  • Holiday purchase scheme via salary sacrifice
  • An extra day annual leave for your birthday
  • Enhanced Maternity Leave
  • Enhanced Paternity Leave
  • Religious holiday swap programme
  • Up to two days paid Volunteering days
  • Paid time off during the working day to donate blood
  • Pawrental Leave
  • Litmos learning
  • Product Training
  • Peer recognitions
  • Magentus Values awards
  • Length of service awards
  • Performance Annual Bonus Programme
  • Life Insurance (4x annual salary)
  • Private health care (BUPA) plus discounted rates to add your loved ones
  • Salary Sacrifice Pension
  • Income Protection
  • EAP (access to online Healthcare)
  • Employee Referral scheme- £1,000 tax free
  • Branded merchandise starter pack
  • £250 working from home allowance
  • Free Flu Jabs
  • Enhanced Sick Pay
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