Technical Services Engineer – Coldharbour - Nailsea Bristol

Technical Services Engineer – Coldharbour - Nailsea Bristol
Location: Nailsea - Bristol
Closing date for application: 31/07/17

Working within our Nailsea Office we require a Technical Services Engineer to support and provide installation, upgrade and configuration services for the portfolio of Civica’s software solutions across customer, internal and hosted platforms

Role Responsibilities:

  • Liaise with customers’ and or internal or third party support companies to ensure efficient deployment and upgrades of Civica’s software solutions
  • To assist technical services infrastructure engineers and Software Support teams in the troubleshooting of any non-performing software or systems
  • To ensure that you adhere to internal and customer change control processes when undertaking any installation or upgrade work on internal, hosted or customer platforms.
  • To be aware of, and adhere to, customer contractual obligations and Service Level Agreements
  • To report to the Technical Services Team Leader in a timely fashion any customer/third party infrastructure issues which may jeopardise meeting the customer contractual obligations and Service Level Agreements
  • Ensure that any preparatory work is completed in advance of installation to ensure that customer expectations and scheduling timeframes are adhered to
  • To adhere to internal processes to ensure that appropriate authorisation and tasking of work is undertaken prior to commencement.
  • Ensure that relevant release notes and dependencies have been read and understood in advance of undertaking installation/upgrade tasks
  • Deal with Customers in a courteous and professional manner at all times.
  • Ensure best practice is applied and maintained in the security and administration of access to customer data on the hosted platforms
  • Ensure that Civca’s policies regarding accessing customer environments, transferring customer data and PID data are adhered to at all times.
  • Undertake any other relevant duties as may reasonably be requested by the Technical Services Team Leader
  • Work with Technical Services Team Leader to ensure that where knowledge gaps in any process and procedures are identify, these are identified and relevant knowledges bases and processes are updated appropriately for future reference

Required Skills:

  • Adopt a flexible, customer focused approach to work and attitude to drive through issues to completion
  • Adopt a pro-active approach to tasks and duties. Make system, process and technical recommendations, based upon appropriateness, benefits and best practice.
  • Ability to demonstrate a willingness towards personal self-development, by keeping skills set and knowledge current and appropriate for the role
  • A high level infrastructure knowledge/appreciation of Windows servers