Support Service Analyst / Engineer

Since 2007 Integrella has been delivering integration projects with impressive results. Now it's all about APIs, DevOps and Microservices - and what we like to call Digital Integration.

Our expert IT integration services include consulting, development, delivery, support and resourcing. Our consultants have experience of open-source andbest-of-breed technologies.

Integrella has been in the integration business for years - so can help with all aspects of integration, strategy, design, implementation. Using open source technology or partnering with all the best suppliers in the industry, we are completely vendor neutral, and work with our customers to find the best solutions for them.

Job Description

This is a remote position.

Job Title: Support Service Analyst / Engineer Experience: 2 to 5+ years Location: Remote / Hybrid Reports To: Support Lead / Service Delivery Manager

• Roles and Responsibility:
• Provide first-line and second-line technical support for applications and integration workflows.
• Provide L1 and L2 technical support to internal and external users via Salesforce CRM-based ticketing systems.
• Support InterSystems, Rhapsody, OUVVI, and other integration platforms used across NHS and enterprise clients.
• Monitor, troubleshoot, and maintain Azure Logic Apps, Azure Function Apps, and related resources.
• Perform SharePoint administration, including user access, site configuration, and issue resolution.
• Develop or modify scripts and utilities using Java, C#, PowerShell, Bash, or Python to improve operational efficiency.
• Manage SLA-based incidents, changes, and request handling through Salesforce, JIRA, Confluence, and Remedy, ensuring timely resolution and communication.
• Troubleshoot complex issues, perform root cause analysis, and document long-term preventive actions.
• Provide operational support for Microsoft 365, device management, and security monitoring tools.
• Collaborate with development, infrastructure, and business teams to resolve escalations efficiently and deliver improvements.
• Maintain accurate documentation of systems, configurations, and operational procedures.
• Contribute to the knowledge base, runbooks, and continuous improvement initiatives.
• Participate in performance monitoring, deployment validation, and environment optimization efforts.
• Assist in implementing and maintaining Azure resources such as Function Apps, Logic Apps and ESB components.

Requirements

Desired Skills & Experience

• Experience supporting banking, financial, or healthcare (NHS) domains.
• Prior exposure to InterSystems, Rhapsody, OUVVI, or Mirth integration platforms.
• Understanding of ITIL practices and change management processes.
• Analytical mindset with keen attention to detail.
• Demonstrated customer service orientation and problem-solving capability.
• Strong time management and organizational skills.

About Company

We are a niche digital integration consultancy, have been in business since 2007, and work with many organisations across different sectors to help them develop APIs or integrate applications as part of their digital strategy. Now it's all about APIs, DevOps and Microservices - and what we like to call Digital Integration. Our expert IT integration services include consulting, development, delivery, support and resourcing. Our consultants have experience of open-source andbest-of-breed technologies. We advise on all aspects of integration, strategy, design, and implementation. Using open source technology or partnering with all the best suppliers in the industry, we are completely vendor neutral, and work with our customers to find the best solutions for them.

Working with and alongside our customers, we use modern engineering methods (Agile, DevOps, micro-service architectures) and cutting-edge techniques to tackle complex and challenging problems and deliver cost effective, reliable, supportable solutions.

Our goal is to provide solutions for sharing data internally and externally to drive operational efficiency, drive new revenue streams, and improve customer experiences. These outcomes are typically achieved by leveraging modern API-centric integration approaches that allow enterprises to expose their data for consumption securely.

Ultimately, we aim to unlock the value of enterprise data to drive innovation, better decision making and accelerate the realisation of value of digital transformation.

We already have an established offshore model and have several consultants based in India. Over the next year we are planning to invest heavily in expanding our offshore capability and aim to double or triple the size of our team.

We only hire senior consultants and find that they like to work from home. This gives us an advantage in that: - we do not need a fixed office - we can hire the best people globally regardless of where they live allowing our staff to work fully or partly remotely.