JOB TITLE:                      Junior Specialist Support Engineer

LOCATION:                     Manchester              

REPORTING TO:              John Etherington (Specialist Support Manager)

DIRECT REPORTS:          None            

JOB PURPOSE:              

The candidate will be involved in the support and maintenance of the Building Systems Integration (UltraBSI) systems and will join the specialist support team as a junior software engineer.

The primary purpose of the role is the ongoing support and maintenance of the UltraBSI  systems but the role also provides development opportunities to:

• Implement commercial solutions using the latest Microsoft technologies including Windows 7, Server 2008, Visual Studio 2010, .Net v4, SQL Server 2008.
• Utilise agile development and testing methodologies
• Obtain Microsoft Certified Professional status

Knowledge and experience of any of the above such would be beneficial.

MAIN DUTIES AND RESPONSIBILITIES

The primary responsibilities of the role include:

Support Activities

Ensuring appropriate response to callouts within the defined Service Level Agreement

Problem diagnosis and resolution minimising system down time and impact to operations

Liaison with senior design engineers to ensure fixes are deployed to all appropriate systems

Pro-active monitoring of systems to minimise unexpected problems

Specification, implementation, testing and deployment of system enhancements under the direction of more senior development engineers

Development Activities

Develop software in accordance with user stories and traditional functional requirement documents

Develop unit tests in line with test driven development methodology

Utilise Team Foundation Server for source control and work item tracking

Documentation of the solution design to internal quality standards using UML

 

In addition to normal office hours the job involves participation in an ‘out of hours’ support rota providing 24x7 cover to several national and international clients. Support is usually provided via remote dial in access to the clients’ systems although site visits may be required, sometimes at short notice.

Working as part of a team you will be responsible for the delivery of quality solutions that meet the customer’s requirements

QUALIFICATIONS/KNOWLEDGE

Essential:

• Degree or equivalent education in a computer science related subject

Desirable:

• Commercial experience of software development based on Microsoft technologies

SKILLS /EXPERIENCE

Essential:

• Experience of programming in a high level language such as C# or VB .Net
• Understanding of TCP/IP and communication protocols
• General computer literacy. Microsoft Word, Excel and Outlook (use of electronic mail, calendars etc)
• Excellent communication skills and the ability to liaise effectively with people inside and outside of the organisation.

Desirable:

• Experience of developing solutions using Visual Studio
• Knowledge of Enterprise Design Patterns
• Understanding of n-tier architecture

PERSONAL STYLE AND BEHAVIOUR

Approachability  

Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Composure 

Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Managing Diversity

Manages all kinds and classes of people equitably; deals effectively with all races, nationalities, cultures, disabilities, ages and both sexes; hires variety and diversity without regard to class; supports equal and fair treatment and opportunity for all.

Functional/Technical Skills

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Integrity and Trust   

Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.

Peer Relationships  

Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.

Perseverance

Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.

Self-Development

Is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits.

Time Management

Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.