Support Service Analyst / Engineer

Job Title: Support Service Analyst / Engineer

Experience:

Key Responsibilities

• Provide

  L1 and L2 technical support

  for healthcare integration platforms and applications.
• Support and maintain

  InterSystems Ensemble / IRIS

  and

  Rhapsody integration engines

  , used across NHS and enterprise environments.
• Monitor, triage, and troubleshoot

  integration workflows

  , message routing, and interface performance issues.
• Perform

  root cause analysis

  and implement preventive measures to maintain high service availability.
• Manage

  incidents, service requests, and change activities

  in alignment with SLA and ITIL standards.
• Collaborate with

  development and infrastructure teams

  to resolve escalations, ensure service continuity, and apply configuration updates.
• Maintain and update

  technical documentation, runbooks, and operational procedures

  within

  Atlassian Confluence

  for supported systems.
• Support deployment activities, interface validations, and

  performance monitoring for integration environments using Elastic (Elasticsearch)

  .
• Provide

  technical support for Integrellas internal workforce

  , including

  laptop and desktop troubleshooting

  ,

  software installation

  , and management of the

  Microsoft 365 estate

  across

  Windows and macOS

  platforms.
• Support and administer internal IT systems such as

  MDM solutions, endpoint protection, and vulnerability management platforms

  , ensuring compliance and device security.
• Participate in

  continuous improvement initiatives

  and knowledge sharing across the support team.
• Provide clear, professional communication and updates to stakeholders, ensuring transparency and client satisfaction.

Technical Skills

• Exposure to

  Microsoft Azure

  services such as Logic Apps, Function Apps, and App Services.
• Experience with

  Enterprise Service Bus (ESB)

  or similar

  integration and middleware technologies

  .
• Working knowledge of

  OUVVI

  or other workflow orchestration tools.
• Familiarity with

  SharePoint administration

  and Microsoft 365 environments.
• Scripting or automation experience with

  C#, Java, PowerShell, Bash, or Python

  .
• Understanding of

  networking concepts

  including TCP/IP, DNS, VPN, and proxies.
• Experience with

  CI/CD pipelines

  such as GitLab or Jenkins, and

  containerisation

  using Docker or Kubernetes.
• Familiarity with

  Windows and Linux

  administration.
• Understanding of

  monitoring tools

  ,

  security management

  , and

  infrastructure troubleshooting

  .
• Experience working within

  Azure Cloud

  or hybrid cloud environments.
• Experience using

  ITSM and agile tools

  such as

  JIRA, Confluence

  , and

  Salesforce

  /

  Remedy

  for ticketing, change, and incident management.

Desired Skills & Experience

• Experience supporting

  healthcare (NHS)

  integration environments such as InterSystems, Rhapsody, or Mirth.
• Prior exposure to

  banking or financial systems

  support is an advantage.
• Familiarity with

  ITIL

  practices and change management.
• Strong

  analytical and problem-solving

  abilities with attention to detail.