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Senior TechOps Engineer

Doccla

Doccla

Shepherd's Bush, London, UK · London, UK
Posted on Monday, December 11, 2023

A bit about us

We’re Doccla, the virtual ward company. We provide patients and clinicians with the transformative power of remote patient monitoring.

Our existing customers are Hospitals, Community Services, and NHS Commissioners that we partner with to deliver tech enabled virtual wards. With our technology, logistics, and support patients can be discharged from a hospital ward to a virtual one and recover in the comfort of their own homes. Patients love our care pathways and health services become more efficient; it’s a win-win.

We are a young company with big aims and a lot of momentum. In the summer of 2022 we raised $18M in an oversubscribed A round led by General Catalyst, a top tier global VC fund and have gone from strength to strength since: we’ve won a series of large multiyear NHS contracts, extended 100% of our existing client contracts.

This is your chance to join us at a key stage of our growth. Our ambition is to be a category leader for virtual healthcare. You will be joining a highly entrepreneurial team that combines technical, clinical, operational, and commercial colleagues.

We're solving real problems for patients and health systems. we’re looking for dedicated people with a passion for healthcare.

We are looking for a knowledgeable and customer-focused Senior Tech Ops Engineer to join our team. In this role, you will provide 2nd line support for our employees' tech and some security related issues along with mentoring other Tech Ops Engineers. You will also be supporting/leading wider system implementation or maintenance projects.

Responsibilities:

  • Provide 2nd-line technical support to our employees for all Tech-related issues
  • Respond to requests for assistance in a timely and efficient manner, either in person, via support tickets or over the phone/video,
  • Log all support incidents and service requests in the ticketing system and ensure they are resolved or escalated in accordance with service level agreements (SLAs)
  • Troubleshoot and resolve hardware and software issues, including laptops, mobile devices, printers, and other peripherals
  • Configure and deploy hardware and software to end-users
  • Collaborate with others in your team to resolve more complex issues
  • Provide exceptional customer service and technical support to employees at all levels across the business.
  • Create and maintain documentation and knowledge base articles to enable self-service for end-users
  • Mentor junior members of the team on complex issues
  • Support/lead employee system implementations,updates and maintenance projects.

Requirements:

  • 3+ year of experience in a 1st line IT support role or a related field
  • Strong technical knowledge of laptops, Mac predominantly, mobile devices, printers, and other peripherals
  • Experience supporting Google Workspace and Mac desktops using JAMF or similar MDM tools
  • Excellent customer service and communication skills, both written and verbal
  • Strong problem-solving skills and attention to detail
  • Ability to work well under pressure and in a fast-paced environment
  • Willingness to work flexible hours.
  • Ability to work independently and in a team environment
  • Proven project support/leading

Preferred Qualifications:

  • Technical certification, such as CompTIA A+, CCNA, or similar
  • Experience with remote desktop support tools and MDM
  • Knowledge of network protocols and basic network troubleshooting

Application Knowledge

A taste of the type of applications we use are

  • Google Workspace
  • Atlassian (Jira and Confluence)
  • Slack
  • Adobe CC
  • HubSpot
  • FreshService

This role would be ideal for someone who loves technology, has an interest in security and enjoys providing exceptional customer service. And who is comfortable with the ever changing landscape of a Startup/Scaleup and who has a people first attitude.

Team

The Tech Ops Team sits within the wider Engineering team at Doccla. You will report to the Head of Tech Ops, who will support you daily and with your ongoing development. You will be expected to work with the wider team on projects and supporting other employees as required.

Day in the Life

Each day can be varied due to the nature of a scale up. Although the day normally starts with a check of Slack/Emails/Tickets to keep updated with the goings on across Doccla and any replies from support requests. You will then head into a daily standup to discuss what you have been working on, any blockers and what your day ahead looks like. From there it's time for a quick pit stop for a drink and then onto a variety of tasks such as replying to support tickets, coaching colleagues on support issues or individual project work. Grab some lunch before continuing on with similar tasks or supporting the wider team with larger projects.

Salary Range:
£40-60,000

How we work

We empower everyone to take ownership and responsibility for the company and their role within it. We act ethically and think of helping patients and protecting their safety first.

Whatever your role is, to thrive at Doccla, a can-do and action oriented attitude is essential. As is being a clear and open communicator who is receptive to feedback.

Our team is remote first with offices in London and Stockholm. Most of the team lives in and around London and visits the office one to three times per week to enjoy in person meetings, free lunch with the team, and the general perks of a WeWork. The extent of remote vs office working will depend on your role, as some roles have the flexibility to be fully remote.

We have an employee equity pool that you can be part of so that as the company continues to grow you’ll have a share in its success.

Some of our employee benefits include

  • 25 days of annual leave and up to 8 bank holidays per year 🌴
  • Employee Share Options 📈
  • Onsite Team Lunches 🌱
  • Wellbeing budget, from a massage to healthy food deliveries 🧘
  • Private healthcare with Bupa 🩺
  • Cycle to Work Scheme
  • Pet friendly office 🐶

What do you get for all your hard work?

  • A competitive compensation package (base + equity) with annual reviews.
  • Work at one of the most patient focussed and client centric healthtech startups, backed by top VC firms, General Catalyst & Speedinvest.
  • Growth. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.

Diversity at Doccla

We embrace diversity at Doccla. To build a product that is valued we need a team with all kinds of different perspectives, experiences and backgrounds. That's why we're committed to hiring people from different backgrounds, race, religion, national origin, gender identity, sexual orientation, gender identity, age or disability.

We understand that applying for a new job takes a lot of work and we really value your time. We are really looking forward to reading your application!

Safer Recruitment

Doccla is committed to the principles of safer recruitment, ensuring that safeguarding and promoting the welfare of children and vulnerable adults is central to our recruitment processes.

A Disclosure and Barring Service (DBS) check will be required for all posts with access to children or vulnerable adults. Please note that it is an offence to apply, offer or accept to do any work with children (paid or unpaid) if disqualified from working with children.