The Software Engineer (Support) role at RDT Software Engineers report directly to a Senior / Lead Software Engineer and work closely with other engineers, architects, database specialists, business analysts and test analysts. They are comfortable working across the development space including programming in C# & VB, Microsoft SQL and managing services. Working in an agile environment, yours is an important role in liaising with your team, our customers and third parties to get issues rectified as quickly as possible.
What you will be doing • Managing your own workload of open support cases. • Investigate and code solutions to customer raised issues according to defined coding guidelines. • Identifying trends in common support cases and proposing solutions on how to reduce avoidable incidents. • Delivering an exceptional customer service experience by ensuring that cases are responded to in a professional manner and in accordance with customer SLAs. • Supporting enterprise applications hosted in the cloud and on-premise and will be involved in the software development lifecycle. • Provide input to technical solutions, help fulfil development of projects and tasks for delivery to our Clients. • Working collaboratively within a cross-functional team where there is transparency and clear visibility of progress and risks. • Available to work evenings and weekends on a rota basis.
What we expect from you Qualifications & Experience: • A degree, similar level qualification or qualified by experience. • You have experience working on a service desk or within an application support team • You have experience liaising directly with customers and you appreciate the value of professionalism to maintain reputation • Proven experience of supporting complex, highly performing and high-quality software systems. • A breadth of experience and knowledge in all aspects the Software Development Lifecycle that matches your years of experience. • You are methodical with an eye for detail and quality.
Essential Skills: • You have a passion for creating great software - great to use, easy to maintain and easy to extend. • You understand system diagnostics, their presence within a system and the value they bring to resolving issues. • You strive to resolve issues within the shortest timeframe and provides clear updates as issues are progressing. • You are adept at your own support ticket management, providing the relevant facts and asking clear questions on tickets to reduce issue resolution time. • You are comfortable owning issues, managing customer expectations and coordinating progress on issue triage or resolution. • You have a good working knowledge of .Net code. You have experience of C# and VB development and you are always striving to push your knowledge forward. • You have experience in Windows client application development using WinForms. • You have experience working with RESTful services using ASP.NET Web API and understand the principles of REST. • You have an awareness of Service Oriented Architecture (SOA). • You understand the SOLID principles and adhere to these guidelines where possible within your development. • You know how to keep your projects clean and well-structured. You understand the importance of naming and adhering to standards and you are happy to help move those standards forward. • You have a passion for technology, an appetite to learn and a “can-do” attitude. You will happily share your knowledge.
Desirable skills: • You are Microsoft certified or have started the path to certification. • ITIL accreditation. • You have insurance experience. • Experience in Web application development using ASP.NET MVC. • You have experience in designing, building and operating applications in the cloud, including Azure. • You have knowledge of network design and how it affects service-based software development e.g. NLB’s, reverse proxies.
What is in it for you? You will be using the latest Microsoft technologies to deliver market leading software to prestigious customers within the industry. You will be working with sharp and innovative people who are dedicated and driven and more than happy to share their knowledge with you. You will also be provided with training resources allowing you improve your knowledge and skills. You will influence the direction RDT takes for software development and how we work. RDT will listen to new ideas and provide the opportunity for you to make a difference.