Software Engineer - Support & Maintenance Glasgow

FT Select
From £38,000 to £44,000 per annum
11 Oct 2016
19 Oct 2016
Contract Type
Software Engineer - Support & Maintenance – Glasgow Java / C# / ASP / JavaScript / SQL / Relational databases / ITIL / 2 nd & 3 rd line Support Software Engineer required for a fast-growing technology company to deliver specialised application support and software solutions to a diverse customer portfolio of complex multivendor multichannel contact centre, voice, self-service and business communications solutions. You will work as part of a centralised team providing advanced second, third and fourth line technical support to in-house applications (including on-line , real-time and network systems and components using high-level languages, database design techniques and platforms such as Java, C# and ASP ). You will remediate service affecting incidents and fulfil internal and external service requests, whilst also gaining experience of the entire development lifecycle, from initial requirements capture, through development, testing and acceptance, to ongoing maintenance and support. You will also be expected to apply your capabilities to deliver other existing and future support services as part of the Company’s continual service improvement and development. You are required to maintain a consistently high degree of customer focus applying your analytical and customer management skills to understand and meet customer expectations to maintain the company’s market leading CSAT. The role requires an individual who is technically advanced in a number of products and technology areas and is considered a technical authority across one or more product areas . The role holder will be developing towards subject matter expertise across specialised skill sets. It is anticipated that this role will comprise of a split of time between software support/maintenance, and development work. This split of work is expected to flex over time depending on business needs, and, assuming an acceptable level of ongoing progression within the role, the role holder would then be in a position to further develop their career within the company in both development and support. Responsibilities: Metrics/KPIs · Captures and analyses support requests · Performs 2nd, 3rd and 4th line technical support, performing analytical, problem solving, research and testing activities to resolve/fulfil requests at an advanced level to meet resolution/workaround targets · Conducts communication with customer and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives · Captures all activity as directed by process to measure departmental activity against financial targets · Responsible for maintaining, supporting and developing bespoke software for customers and products under supervision of senior support specialists and developers · Test against test criteria by creating and executing manual test plans and by writing automated unit tests · Documents, composes and executes complex major requests for change to configure and implement changes on customer and internal systems to meet change deliverables · Maintains an advanced level of skills and knowledge required to deliver the company’s support services, and to remain at the ‘cutting edge’ of contact centre technologies · Sharing information learned about new and trending technologies with colleagues either informally or through knowledge transfer sessions · Reviews, composes and updates existing technical design documentation to support service delivery and to support the transition management process · Acts as an authority on all support service processes to provide guidance to colleagues with less experience General · Always seek to identify more innovative ways of working that create increased effectiveness · Challenge standard processes and procedures with the aim to ensure they are as good as they can be · Act as an ambassador of the company and its key partners at all times · From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager · At all times you must follow all reasonable and lawful instructions given to you by the Company Essential skills or experience: · Previous exposure and solid capability in a 2nd/3rd line Support role, supporting and maintaining bespoke and/or 3rd party software applications · Undergraduate/postgraduate qualification in computing science/software engineering or relevant experience · Analytical mindset with logical and methodical approach to problem solving · Proven commercial experience of programming using object oriented languages (such as Java, C# ) · Good knowledge and understanding of ITIL , specifically incident, problem and change processes · Basic understanding of relational databases and SQL · Commercial experience of programming scripting languages (such as Javascript ) · Understanding of common system architectures · Excellent spoken and written English: able to explain issues clearly and in detail to senior external and internal technical resources, and senior external and internal business stakeholders to board level Desirable skills or experience: · Experience of development lifecycle · Experience of agile development processes and techniques · Knowledge of recognised development-related standards (e.g. web services ) · Experience with a modern Integrated Development Environment (IDE) such as Eclipse, IntelliJ, Visual Studio · Experience with web containers such as Apache Tomcat, JBoss or IIS · Knowledge of software development frameworks (e.g. Spring ) · Experience of development using a relational database platform (e.g. Oracle, Microsoft SQL Server, MySQL, PostgreSQL ) · Understanding of source control ( SVN, git ) and release process · Knowledge of Linux/Unix (preferably Red Hat ), including administration tasks (cron scheduling, shell scripts etc) · Exposure to Windows servers · Understanding of network fundamentals ( TCP/IP ) · Capability in Avaya AES support/administration environments (single server, System Platform, MBT, virtualised) · IVR support/development experience – ideally VoiceXML IVR (AAEP/AVP, Avaya Orchestration Designer/Dialog Designer or similar) · Knowledge of voice recognition concepts and technology – preferably Nuance · Avaya System Manager, Session Manager, SBC knowledge · Knowledge of Avaya Communication Manager administration · Knowledge of other contact centre technologies Avaya certifications in Avaya Aura Experience Portal and/or Avaya Enablement Services This job was originally posted as

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