Software Support Engineer

Software Support Engineer

Salary: £31,200 – £36,000

Location: Worcester, Evesham, Redditch, Birmingham, Dudley, Stourbridge, Kidderminster, Leamington Spa, Alcester, Alvechurch, Bromsgrove, Studley, Solihull, Hagley

The Company:

Working within a high technology environment the Software Engineer will be responsible for designing and building new applications as well as designing and implementing extensions to the client’s underlying framework that allows them to push their cutting edge technology even further.

The Role:

Customer focus
*Support customer requests – for assistance, queries, enhancements (modifications when agreed as part of the change control process) and data manipulation within defined SLA’s or contracts
*Ensure a line of communication is kept open with the customer for open calls and updates are provided in the agreed format and at the agreed frequency or as specified in the SLA/Contract
*Ensure regular contact calls are made to key customers in order to build a strong working relationship
Technical/Commercial Knowledge
*Log new customer calls and update existing customer calls to the Call Logging System as defined in the Call Logging Procedures
*Ensure all communication (internal and external), investigations and information is updated to the Call Logging System and customers are kept appraised
*Review all outstanding “live” calls on the agreed periodic basis and ensure all calls are closed off, after agreement with the customer, once a successful resolution has been provided
*Issue ‘call reports’ to customers as specified in the contract
*Understand the scope of supply of customer support contracts to know what we support, when we support it and the duration of the contract, highlighting any anomalies or opportunities to the Line Manager
*Identify and where capable fix system errors. If this cannot be achieved by the software support team, work with the realisation or IPC Department to assist in the fixing of bugs, whilst retaining ownership of the problem
*If necessary, use external support providers (if customer service contract allows)
*Adhere to the appropriate design strategies and development methodologies, as defined by the Software Support Manager and Company quality procedures
*Take ownership of a defined change order, including assessment, design, development (using PL/SQL and Oracle Forms/Reports), testing (in-house and on-site), documentation and delivery
*Ensure general housekeeping of the system is maintained on a regular basis when called for as a part of an SLA/ Contract.
*Use profound knowledge of installations so that calls can be answered directly and do not require second level support
Analytical thinking & decision making
*Analyse customer issues and decide about appropriate solution
*Prioritise calls in order of severity, escalating any issues to an appropriate manager
*Make informed decisions about risks to the customers systems and schedule and plan work accordingly
Leadership
*May be required to provide on-site training or support for customers in the first few months of a new installation
*May be required to provide on-site assistance to customers If problems occur frequently
Team work & integrity
*As and when required work as an integral part of the project implementation team on customer sites, adhering to the customers own internal health and safety policies and procedures
*Ensure in cases of absence that all live issues and outstanding work are handed over to the Support Team and that the Line Manager is informed
*Knowledge sharing: Document all known errors, workarounds and resolution steps so that they are available to the rest of the team
Communication
*Liaise with Line Manager, Software Project Managers, and Development Team if issues cannot be resolved.
*Keep customers advised of any pending issues and any essential maintenance work
Flexibility
*Willingness to work on customer sites
*Willingness to work alone and unsupervised or as part of a team
*Willingness to work out of hours (rota basis) in order to meet customers SLA’s

Key Skills:

*Higher national diploma in computing or related subject
*Good communication skills
*Previous experience in a support/ service role preferably in the Software industry.
*Proven experience of providing a high standard of customer service both internally and externally.
*Background knowledge of PL/SQL, Oracle and/or databases skills
*At least 3+ years of experience of working in a Software Support Department

Desirable:
*Experience of working in a manual or automated logistics department