Software Developer Apprentice

8th Floor, 55, Spring Gardens, Manchester, M2 2BY
£12,000.00 - £16,000.00 annually
25 Jun 2019
25 Aug 2019
Role Type
Apprenticeship, Higher
Start Date
The Technical Operations Team manage the production operations of our customers and are responsible for responding to customer tickets and managing our hosted solutions. The team is based over several sites: Dublin, Manchester, Atlanta and Manila. Engineers at each site operate under a local site lead who reports to the Support Operations Manager. We are currently recruiting for our Manchester office.

Key Responsibilities:
  • Ownership of the Support Ticket Queue, i.e. Severity 1 - Severity 4 Support issues.
  • Responsible for all customer and internal communications on Customer Production support issues.
  • Maintain and develop the current websites, fixing bugs, updating content.
  • Identifying processes which would benefit from automation
  • Work with other departments to develop and deliver software to automate those processes.
  • Provide general support to the IT administrator for IT related issues (e.g. commissioning servers, managing backups, writing reports, commissioning users workstations etc.)
  • Reviewing the support call queue ensuring issues are assigned within SLA and all necessary follow up actions on your assigned issues are completed.
  • Dealing with requests for information and logging files from various teams, including the generating and formatting of reports (incident, monitoring etc.)
  • Responding to systems alerts - troubleshooting of systems alerts and escalation if alert cannot be resolved.
  • Creation of the post mortem RCA documentation and completion of review with the Application Support Team.
  • Responsive and works well with CSM-SAM to manage issues and establish priorities.
  • Engagement with Hosting and DBA teams on issues and platforms improvements.
  • Engagement with Dev Arch groups to help ensure issues are progressed and relevant information is passed to these groups for troubleshooting or clarifying issues.
  • Run books checklists process creation and updating, continuous improvement work (scripts, documentation, etc.)
  • Set and deliver on customers' expectations.

Requirements and prospects

Desired skills

  • Experience/Knowledge using Linux.
  • Experience supporting enterprise applications in a high availability environment.
  • Experience in commissioning, configuring and administering Linux based container applications including such as Apache, Tomcat, Jboss, etc.
  • Linux skills understanding of simple protocols sftp, ssh, permissions, best practises so ssh keys, complex passwords, etc.
  • Knowledge of the SQL query language.
  • Knowledge of key operations and support processes (e.g. key ITIL processes) such as Incident Management, Problem Management.
  • Knowledge of CI CD pipelines
  • Knowledge of Automated deployment tools (SALT/Jenkins)
  • Interest in or experience of cloud technologies i.e. AWS

Personal qualities

  • Ability to multitask and delegate in dynamic fast paced environment.
  • Team player with the ability to work off of their own initiative.
  • Excellent customer facing skills.
  • Experience communicating with customers.
  • Knowledge and interest in current developments in IT.
  • Excellent communication and presentation skills, both oral and written.
  • Ability to quickly grasp and evaluate new systems/products.
  • Ability to interpret and communicate complex information clearly and concisely.
  • Ability to undertake and successfully deliver multiple activities and resolve issues in a complex operational environment.

Desired qualifications

  • 5 GCSEs grades A*-C/9-4 or equivalent (including English and maths)

Future prospects

Full time position

Things to consider

The Good Stuff:
  • Datalex bonus scheme
  • Potential to travel
  • Private Health Insurance
  • Pension Scheme
  • Life insurance and disability benefits
  • Summertime early finish Fridays
  • Tax saver and Cycle to work scheme
  • Free sports and social club
  • Training and education tuition
  • Wellness programme and more...

Glossary of terms:

DBA: Database Administrator

RCA: Root Cause Analysis

SAM: Support Account Manager

CSM: Customer Support Manager

ITIL: IT Infrastructure Library

CI: Continuous Integration

CD: Continuous Delivery

Similar jobs

More searches like this

Similar jobs