Technical Support Engineer Customer Services London

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through our expert knowledge and innovative technology, we enable our customers to achieve enhanced efficiency, better decision-making and harness their competitive edge.

We build with tomorrow in mind, transforming ideas into action and empowering our customers to succeed in a world of constant change. We make big happen for our customers.

We are a business driven by our values and have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where We Win Together, We Love to Learn, We Do the Right Thing, We Own It and We Find the Fun.

The role of the Technical Support Engineer is to become a technical SME for BigHand's products, primarily focusing on our Healthcare product. Covering technical and configuration incidents, spanning across BigHand solutions and underlying technologies, the role will ensure case management process adherence, successfully driving client incidents towards a resolution, liaising with Account Management, Customer Success, Products and Development teams to improve customer experience and product adoption. You will work with and log all problems, incidents and requests in the established CRM tool, and resolve problems and client issues according to the management processes.

• Provide Support during on-boarding, Go Live and BAU to BigHand Healthcare clients, following documented processes.
• Act as a point of escalation for client related issues, working closely to diagnose and resolve incidents.
• Carry out complex investigations focused on restoring and enabling product functionality.
• Become a Technical Subject Matter Expert for BigHand's products, developing a deep understanding of the products, use cases, best practices, functional/non-functional requirements, and client base.
• Manage the end-to-end case lifecycle, working with BigHand Onboarding, Customer Success, Development and Account Management teams towards a suitable resolution.
• Create or update documentation, guides or other tasks within the support area (e.g. internal or external technical knowledgebase, known problems, defects, resolutions).
• Carry out deep dive technical investigations, liaising with client support teams to identify the root cause, contributing factors, and implementing appropriate mitigation measures.
• Identify product and service improvement opportunities, documenting and championing internally to enhance BigHand's product portfolio.

• Capable of troubleshooting and problem-solving, with the ability to generate ideas and solutions.
• High attention to details, great communications skills, and ability to remain calm under pressure.

• Has the ability to understand and break down complex problems and methodically work towards a solution.
• A positive attitude to dealing with people, with strong listening and questioning skills.
• A strong knowledge of Microsoft server and desktop operating systems, networks, and communication protocols.
• Strong experience working with IIS, .Net technologies, Active Directory, Citrix, Terminal Server, Virtualisation and MS SQL Server and Mobile Device Management software.
• Strong experience working Microsoft SQL Server, TSQL, XML, carrying out SQL performance analysis.
• Experience working with Sysinternals tools when carrying out complex troubleshooting.
• Has strong communication skills and is confident in presenting technical information.
• Prior experience working within Healthcare, desired.

• 25 days holiday (exc. bank holidays) + 3 BigHand days off between Christmas & New Year
• Various wellbeing benefits including private medical, vision, online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG)
• Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
• Opportunities to give back with company volunteer events and individual volunteer days
• Career growth opportunities and study leave allowance
• Family benefits including enhanced parental leave, secondary caregiver leave and fertility support
• Financial benefits including pension scheme, life assurance, and salary sacrificing
• Cycle to Work Scheme and Tech Scheme
• Growing business with a global presence, flexible working, modern offices, and remote work options

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.