Position: Technical Analyst
Time: Mon to Fri 40 hours a week
Company: Matcher Technologies Ltd
Location: Singapore or Hong Kong (working from home with regular domestic and international travel required)
Salary: Competitive package based on experience.
Matcher Technologies Ltd is a UK-based company that develops, implements, and supports IT-based quality management systems for fertility centres, donor banks, and animal breeding centres internationally.
Our main product, IMT Matcher, is a quality management system specifically created for the fertility sector, to help prevent errors through misidentification of patients, donors, their gametes, and embryos. Equally importantly, IMT Matcher also helps customers provide traceability, ensure regulatory compliance, and helps analyse their operations to increase control and optimise outcomes.
The IMT Matcher system comprises software and networked IT hardware, used primarily within the embryology and andrology laboratories. They are also used throughout other parts of the fertility centre including cryo stores, operating rooms, and product storage areas. Matcher delivers major benefits to all users, including the biologists, laboratory directors, quality managers, doctors, nurses, and administration staff.
This role is based in the Asia Pacific region, working closely with the technical support team located at head office in Chester, UK. We are seeking a confident, professional, individual with a great attention to detail, who can demonstrate a strong understanding, and recent experience of installing networked software systems for customers. The installation of Matcher can either be done at client-sites (across the region) where you would be expected to physically install the hardware yourself, or carried out remotely, where you would talk the client through the installation having sent them the hardware in advance. The successful candidate will join our technical support team of two dedicated, full-time, analysts. They sit within a wider team of 23, spread across finance, marketing, development, operations and product experts. The candidate will report directly to the Service Delivery Manager based in the UK.
Main responsibilities
- Provide 1st, 2nd, and 3rd line technical support to customers, specifically, maintaining SQL databases, WiFi analysis, installation of msi as well as hardware and software troubleshooting.
- Project manage the implementations and upgrades of the Matcher product.
- Continually develop the Matcher product making it more efficient to implement.
- Maintain the asset tracking records to log where Matcher has been installed at customer sites worldwide.
- Assist the Stock Manager in maintaining consumable and hardware requirements at customer sites.
- Accurately assign and record customer support time daily using the ticketing system, Zendesk.
- On-going maintenance of internal systems to include, pipedrive, wiki, zendesk and stock 50.
- Global travel – to customer sites to implement Matcher and to build relationships with our distributors.
Experience:
Essential
- Recent 4+ years in IT support.
- Experience in SQL, Microsoft Windows 7-10, printers, networking, and servers.
- Experience in supporting IT systems remotely.
- Proven ability to manage projects, multi-task and use initiative to solve customer problems.
- Proven experience demonstrating IMT’s core values: responsiveness, quality of outputs, collaboration, and integrity.
- Fluency in English and local languages.
Desirable
- Windows servers
- Android
- Firewalls
- Competence in a foreign language would be an advantage.
We are a small but dynamic organisation with a wide network of partner organisations. Development within the business will be available and strongly encouraged. In time, this role includes opportunities to lead the development, sourcing, and testing of new elements of the system. An eagerness to progress and a positive attitude are both essential prerequisites for any candidate joining our team.
To apply:
- Please send a CV and covering letter explaining why you believe you would be suitable for the role to careers@imtmatcher.com