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3rd Line Support Analyst


Graphnet Health is a software development company that provides solutions to the healthcare IT market and we are seeking a talented individual to join our operations team as 3 rd line Application Support Analyst for our core applications and associated products and provide technical deployment support of our solution remotely to customer servers.

Role Description:

The role is an integral part of the Support team for Graphnet Health Ltd and you will work alongside the existing deployment and product support analysts as an escalation point; resolving support cases raised by both external customers and internal teams.

The Graphnet product stack relies heavily on IIS, SQL, .Net, RavenDB (nosql), and Azure so the ideal candidate will have exposure to a number of these. Interoperability between components is achieved predominantly by APIs, experience with troubleshooting Open API or swagger using tools such as Postman would be beneficial not critical.

You will also be experienced in supporting bespoke software, manual configuration file editing and have a good eye for reading log files.

Part of the role will involve deploying the Graphnet suite of applications to customer environments (on premise and cloud). Experience in automating deployment of software would be desirable and use of Azure DevOps pipelines, or similar, also useful.

Graphnet works with Jira in a scaled agile sprint-based environment, exposure to this or similar methodologies would be useful. The role will also support the company in achieving standards of documentation in line with ITIL and ISO 27001.

This role would be ideal for a strong 2nd/3rd line support engineer who is looking to progress their career with a forward-thinking company.

Duties & Responsibilities:

  • As part of the Operations Team, provide 3 rd Line Support for Graphnet software applications deployed to customers.
  • Serve as an escalation point for 2 nd line Support Team
  • Updating and resolving incidents in line with SLA’s
  • Troubleshoot issues and identify when an issue requires development escalation, providing full troubleshooting steps and issue identification for development
  • To maintain and monitor internal reporting tools and liaise with 3rd party suppliers to resolve issues.
  • Technical lead on customer calls discussing issues and requests.
  • Deployment lead of application upgrades in both cloud (Azure) and on premise • Utilise knowledge and experience of operating systems and bespoke applications to investigate and resolve reported faults.
  • To produce concise issue resolution and user documentation as required for reference to colleagues and customers.
  • Develop knowledge and skill sets to confidently support all products and solutions.
  • To carry out audits, reporting and monitoring as required
  • Contribute to continuous improvements and process efficiencies.
  • To be part of an On-Call rota as required.

Skills & Experience:

Personal Skills: 

Confidence to communicate with customers in a professional manner, remotely or over the phone

Confidence to chair a customer meeting on a technical subject

Must be able to work as part of a team but also independently where appropriate

Must be ability to prioritise work with the ability to adapt to a fluid and varied workload

Natural desire to investigate and diagnose issues and document processes as and when required

Able to work in a logical and systematic fashion • Demonstrate problem solving and troubleshooting skills

Exhibit a flexible, can-do attitude to problem solving using own initiative.

Be reliable and motivated with the ability to stay focused when working from home

Demonstrate an attention to detail

Ability to communicate clearly and effectively with developers

Timekeeping and prioritisation skills are also key to ensure deadlines are met

Ability to share knowledge, especially with junior staff members

Technical Skills:

  • Hands-on application support undertaken with the following:

- Bespoke Software Solutions, ideally practical experience in IIS Administration and Configuration

- SQL querying

- Azure/cloud use

- ITIL (desirable)

- PowerBI (desirable)

- JIRA/ Confluence (desirable)

- Microsoft teams (desirable)

  • Previous experience in a support or helpdesk role
  • Higher education/degree in a technical field is desirable
  • Good understanding of IT systems and databases
  • A broad overview of IT issues, both software and hardware
  • Strong troubleshooting skills
  • Scripting experience (Powershell, VB, Batch) (desirable)
  • Exposure to RESTful APIs (desirable)
  • Experience working with in-house developers (desirable)
  • Ability to read / understand code, at very least log reading
  • Experience working with Agile methodologies and Jira. (desirable)
  • Cloud Services (Azure) experience


Please apply in writing, sending a covering letter & CV to


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