Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, connecting disparate information across the enterprise – thus giving organizational leadership the contextualized data they need to make better informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy is fueled by organic and inorganic growth that brings together the brightest minds and the latest technology – including AI - to deliver marketing leading solutions for our clients. We are looking for people to join our team who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

What You Will Do:

The Level 2 Application Support Analyst is an integral part of the APAC Customer Support team at RLDatix. This role is responsible for managing technical application issues reported by RLDatix customers through the customer portal or over the phone. The Analyst is tasked with resolving complex issues, managing escalations, and providing advanced technical support, particularly in areas such as award interpretation, Time and Attendance device configuration, patch applications, and other technical customer support within the Support Team based in Australia. The team supports customers across the Asia-Pacific region on two major product platforms.

Key Responsibilities

• Provide timely and consistent technical solutions to external customers and third parties based on service level agreements.

• Record detailed and reproducible fault descriptions in our Ticking system (Zendesk).

• Offer technical support in line with escalation timeframes through documented technical action plans.

• Develop and maintain quality technical knowledge-based articles.

• Assist Customer Support Analysts (L1) with Knowledge and Understanding.

• Review product issues (bugs), assess their importance, impact, and priority.

• Perform technical tasks on Cloud and On-Premises customer systems.

• Understand the functionality of products from both an application and a system perspective (SQL, IIS, Infrastructure).

• Documenting issue resolution steps and updating knowledge base articles.

• Monitoring System Alerts and performance metrics

• Performing root cause analysis and implementing temporary workarounds.

• Participate in a Stand-by and After-Hours Support Roster for Australian & Asia Pacific customers, generally not exceeding being On-Call for 1 out of every 3 weeks (with separate compensation provided).

• Product installation and configuration of RLDatix and third-party partner products such as Time and Attendance clocks (primarily Biometrics).

• Software product version upgrades/migrations and regression testing

Core Competencies You Will Need:

• Customer Support: Comfortable providing outstanding technical services for applications in a remote technical environment.

• Industry: Experience in healthcare, specifically in staff rostering, payroll, or workforce management.

• Team Player: A charismatic team player who enjoys resolving complex technical issues efficiently. Able to create and maintain a positive, high-energy environment fostering mutual trust, respect, and team commitment.

• Communication: Competent at communicating technical plans of action to customers or third parties.

• Work hours: Available to work flexible hours to ensure mission-critical systems are operational in the shortest time.

• Problem Solving: Demonstrates clear thinking under pressure and strong communication skills to maintain customer confidence in RLDatix. Gather, verify, and assess information to gain an accurate understanding of situations. Evaluate evidence, seek advice, and make clear, timely decisions.

• Planning and Organising: Determine courses of action by breaking them down into smaller steps, planning and resourcing each step while considering potential problems.

• Building Relationships: Develop effective relationships with colleagues and customers, responding appropriately to feedback.

• Understanding RLDatix: Be aware of RLDatix Values, Corner Stones, strategies, policies, and procedures, and understand how the organisation operates.

• Innovation, Flexibility, and Adaptability: Undertake tasks with a positive attitude, respond well to management and customer requests, meet business goals, and adapt to change.

  Mandatory requirements:

• Minimum 1-2 years of experience in a similar role.

• Microsoft SQL Server 2008 R2 and above.

• Strong T-SQL skills

• Ability to write SQL queries

• Microsoft Windows Server (2008 R2, 2012 R2, 2016)

• IIS Administration & Diagnosis (7, 7.5, 8)

• Experience in IT Operations supporting a Windows enterprise environment

• Knowledge of Remote Access Technologies (e.g., Citrix)

• Familiarity with Development work tracking technologies; Agile development methods are used by our R&D Teams.

• Experience with Zendesk or similar ticketing solutions.

  Desirable:

• Knowledge of networking standards and connectivity

• Database Performance Tuning expertise

• Experience in SaaS/Enterprise-scale application infrastructure management

• Technical proficiency across Networking, Security, Microsoft Technologies, and Hosting

• Relevant certifications (MCITP, MCSA, VCP)

• Health time and attendance industry knowledge

• Familiarity with Industrial Relations Awards and Enterprise Bargaining Agreements

• Microsoft Report Writer

• SSRS Reporting

• Knowledge of Virtualization Technologies