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A first line Application Support Technician is required to join our Clinical Information Systems team focussed on providing support across our specialist diabetes patient management systems. The Application Support Technician will work as an integral part the product team to deliver first line support to our end users who represent over 100 NHS trusts. You will be responsible for answering and logging all calls onto the Hicom ticketing system and keeping users updated with progress whilst working with the second line support team to deliver prompt resolution back to our clients.

This role will initially be offered as a 12-month fixed-term apprenticeship contract where the successful candidate will be required to complete an Application Support Technician apprenticeship. This is a programme that will be funded and supported by Hicom with the aim of the successful candidate being offered a permanent contract of employment at the end of the apprenticeship; however, this is not guaranteed.

Role Specification:

  • Answering telephone calls from clients
  • Prioritising incoming support calls
  • Providing assistance with operational queries
  • Identifying the cause of any fault reported including second-line code reviews
  • Liaising with Hicom’s development team in respect of technical queries
  • Logging calls and maintaining accurate records of client contacts
  • Maintaining regular contact with clients
  • Assisting with internal product testing and software releases
  • Making routine (basic) software changes as appropriate
  • Assisting with the maintenance and support of Hicom’s internal and hosting infrastructures


  • Minimum of English and Maths GCSEs at grade C or above (or equivalent)
  • Some previous office working experience
  • Good client facing skills, via phone, email and face-to-face
  • Familiarity with basic IT tools (Word, Excel, Internet Explorer etc.)
  • Comfortable with technical web-based tools
  • Attention to detail
  • Problem solving mentality
  • Enthusiastic and keen to acquire new skills and knowledge
  • Clear written and spoken communication skills


  • Competitive Salary
  • 35 hour working week
  • Private healthcare scheme, subject to qualifying employment period and scheme eligibility
  • Stakeholder pension opportunities, subject to scheme qualification criteria
  • 25 days holiday per year

Appointment Process:

The appointment will be made following an interview. Interviews will be conducted at our offices in Brookwood and should last approximately one hour. During the interview, the candidate’s career and education history will be reviewed; ample time will also be available during the interview for questions.

Depending on the number and suitability of the candidates interviewed, a second round of interviews may be arranged.

For the interview, we will require:

  • Proof of ID i.e. copy of current passport
  • Copies of any personal or professional references
  • Education certificates (if appropriate)

Please note that we check references and any job offer made is subject to a suitable response from your referees and a qualifying DBS (Standard Disclosure and Barring Service) check.

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