Evolution Resourcing Ltd

PERMANENT OPPORTUNITIES

PRODUCT SUPPORT ENGINEER (1st & 2nd Line)

Our client is seeking a 1st/2nd line Product Support Engineer. These positions are open to applicants from graduate to highly experienced level. Applicants should be appropriately qualified with ability to speak fluently a European language as well as English. They should be ambitious, self motivated, have a real ability to solve complex problems and have excellent communications and people skills. These positions provide an opportunity to join an award winning Customer Care team supporting our client’s software as it is used in Global 2000 companies.

As part of the Customer Care Support Team you will be responsible for providing technical support to customers in Europe, the Middle East, Africa and South America.

The position provides a great deal of variety, ranging from direct office-based telephone and email support to off-site consultancy, pre-sales work, product demonstrations and seminars. The role will largely be based in either the Belfast or Newbury offices with some opportunity for travel.

JOB TASKS / RESPONSIBILITIES

• Post-sales technical support, advice and account management
• Investigation and diagnosis of customer reported incidents including software failures, enhancement requests and ‘how to’ questions
• Provide positive customer service and handle difficult and sensitive issues through high quality verbal and written communications

MINIMUM PERSONAL REQUIREMENTS

• The ability to speak English and another European language fluently (French, Spanish, Italian or Portuguese)
• Strong problem solving skills through application of experience, research techniques using wide range of resources and hypothesis formulation and testing
• Excellent verbal and written communication skills
• Team player with an ability to work in a flexible manner.
• Positive attitude to dealing with difficult technical problems
• Extensive experience in software industry, preferably in a customer support role
• Use of dumps, traces and other diagnostic tools
• Windows and/or UNIX operating systems level knowledge
• Relational databases, such as IBM DB2/UDB, Oracle, Microsoft SQL Server

Salary: £25-45k pa dependent upon experience
Location: Newbury
Ref: P/00093BER/4719 (quote in email application)
Added: 4th June 2010

SOFTWARE PRODUCT SUPPORT TEAM LEADER

Our client is seeking a Software Product Support Team Leader for their innovative software that allows companies to dramatically improve the business value of their enterprise applications. Our client’s software enables customers' business applications to respond rapidly to market changes and embrace modern architectures with reduced cost and risk. They have more than 30 years of expertise and more than 15,000 customers and one million licensed users, including more than 70 of the Fortune Global 100 companies and is in the top 250 on the FTSE.

To manage a team of 1st, 2nd & 3rd Line Software Support Engineers handling business critical incidents from customers worldwide.

Successful candidates will have managed either teams of developers or experienced support engineers used to handling complex customer support problems.

JOB TASKS/RESPONSIBILITIES
• Provide subject matter expertise and support to Supportline and field teams
• Pre-sales technical support, advice and account management supporting the Client’s Technical Services Team
• Post-sales technical support, advice and account management
• Writing of Knowledge Base articles for sharing and efficient communications of ‘how to’ information
• Provide positive customer service and handle difficult and sensitive issues through high quality verbal and written communications

MINIMUM PERSONAL REQUIREMENTS
• Management or team leadership of Customer Care function for a software development company
• The ability to speak English and another European language fluently (French and German main requirements, others considered)
• Strong problem solving skills through application of experience, research techniques using wide range of resources and hypothesis formulation and testing
• Excellent verbal and written communication skills
• Team player with an ability to work in a flexible manner.
• Positive attitude to dealing with difficult technical problems
• Science based degree – Computers, Mathematics, Physics etc.
• 10+ years experience in software industry, preferably in a customer support role

Salary: £50-60k pa
Location: Newbury
Ref: P/00092BER/4720 (quote in email application)
Added: 4th June 2010

TECHNICAL AUTHOR/SENIOR TECHNICAL AUTHOR

Our client is seeking a Technical Author (Senior) for their User Information Team located at their HQ.

The User Information team creates documentation for software tools used by business computer programmers and analysts. These software tools enable customers to develop and maintain complex business applications for Windows, UNIX and mainframe environments, and to migrate and modernise existing applications to modern Windows and UNIX platforms. Authors also create documentation for other key software solutions such as Application Lifecycle Management, Testing, and Automated Software Quality tools.

Authors create documentation in DITA XML, using XMetaL, and manage and publish using a Content Management System (CMS). Authors deliver documentation in various formats including Eclipse Help, CHM, Help 3, HTML, and PDF. Authors also work to migrate and modernize legacy content into DITA and the CMS system. Legacy content is in various sources such as FrameMaker and Microsoft Word.

To be considered for this vacancy, you must have a strong technical writing background and understand complex concepts in business software development, maintenance, data management, and deployment. You must be able to present complex concepts clearly and concisely.

Using DITA XML and XMetaL, you will be writing new documentation and maintaining existing documentation, context-sensitive (or popup) help, and online books.

Ideally, you will have a general understanding or experience with various programming languages. You will be able to contribute to the design of software with particular emphasis on usability, and to discuss technical detail with developers based both locally and abroad.

Required skills

• Proven experience in writing for programmers/analysts or similar technical audiences
• Significant authoring experience in DITA XML using XMetaL
• Significant content build and publishing experience using CMS tools
• Technically minded with some programming experience/knowledge
• Quick learner and self-managing

Desirable Skills

• Experience of Agile (Scrum) methodology
• Authoring of other technical content such as knowledgebase articles, white papers, and datasheets

Personal Skills

• Enthusiastic, motivated self-starter
• Excellent communicator, in writing, on the phone and face to face
• Willing to take responsibility
• Innovative and flexible
• Organised, methodical, and industrious
• Professional and diplomatic
• Able to work individually and as part of a team

Salary: £30-35k + 5% bonus
Location: Newbury
Ref: P/0086BER (quote in email application)
Relisted: 1st June 2010

Please note: We will only contact candidates who have been selected to have their CV put forward to the client to arrange to meet with us in the first instance. If you are selected, you will hear from us within 7 days.

Evolution Resourcing For the personal touch in recruitment

PERMANENT OPPORTUNITIES

PRODUCT SUPPORT ENGINEER (1st & 2nd Line) Our client is seeking a 1st/2nd line Product Support Engineer. These positions are open to applicants from graduate to highly experienced level. Applicants should be appropriately qualified with ability to speak fluently a European language as well as English. They should be ambitious, self motivated, have a real ability to solve complex problems and have excellent communications and people skills. These positions provide an opportunity to join an award winning Customer Care team supporting our client’s software as it is used in Global 2000 companies. As part of the Customer Care Support Team you will be responsible for providing technical support to customers in Europe, the Middle East, Africa and South America. The position provides a great deal of variety, ranging from direct office-based telephone and email support to off-site consultancy, pre-sales work, product demonstrations and seminars. The role will largely be based in either the Belfast or Newbury offices with some opportunity for travel. JOB TASKS / RESPONSIBILITIES • Post-sales technical support, advice and account management • Investigation and diagnosis of customer reported incidents including software failures, enhancement requests and ‘how to’ questions • Provide positive customer service and handle difficult and sensitive issues through high quality verbal and written communications MINIMUM PERSONAL REQUIREMENTS • The ability to speak English and another European language fluently (French, Spanish, Italian or Portuguese) • Strong problem solving skills through application of experience, research techniques using wide range of resources and hypothesis formulation and testing • Excellent verbal and written communication skills • Team player with an ability to work in a flexible manner. • Positive attitude to dealing with difficult technical problems • Extensive experience in software industry, preferably in a customer support role • Use of dumps, traces and other diagnostic tools • Windows and/or UNIX operating systems level knowledge • Relational databases, such as IBM DB2/UDB, Oracle, Microsoft SQL Server Salary: £25-45k pa dependent upon experience Location: Newbury Ref: P/00093BER/4719 (quote in email application) Added: 4th June 2010

SOFTWARE PRODUCT SUPPORT TEAM LEADER Our client is seeking a Software Product Support Team Leader for their innovative software that allows companies to dramatically improve the business value of their enterprise applications. Our client’s software enables customers' business applications to respond rapidly to market changes and embrace modern architectures with reduced cost and risk. They have more than 30 years of expertise and more than 15,000 customers and one million licensed users, including more than 70 of the Fortune Global 100 companies and is in the top 250 on the FTSE. To manage a team of 1st, 2nd & 3rd Line Software Support Engineers handling business critical incidents from customers worldwide. Successful candidates will have managed either teams of developers or experienced support engineers used to handling complex customer support problems. JOB TASKS/RESPONSIBILITIES • Provide subject matter expertise and support to Supportline and field teams • Pre-sales technical support, advice and account management supporting the Client’s Technical Services Team • Post-sales technical support, advice and account management • Writing of Knowledge Base articles for sharing and efficient communications of ‘how to’ information • Provide positive customer service and handle difficult and sensitive issues through high quality verbal and written communications MINIMUM PERSONAL REQUIREMENTS • Management or team leadership of Customer Care function for a software development company • The ability to speak English and another European language fluently (French and German main requirements, others considered) • Strong problem solving skills through application of experience, research techniques using wide range of resources and hypothesis formulation and testing • Excellent verbal and written communication skills • Team player with an ability to work in a flexible manner. • Positive attitude to dealing with difficult technical problems • Science based degree – Computers, Mathematics, Physics etc. • 10+ years experience in software industry, preferably in a customer support role Salary: £50-60k pa Location: Newbury Ref: P/00092BER/4720 (quote in email application) Added: 4th June 2010

TECHNICAL AUTHOR/SENIOR TECHNICAL AUTHOR Our client is seeking a Technical Author (Senior) for their User Information Team located at their HQ. The User Information team creates documentation for software tools used by business computer programmers and analysts. These software tools enable customers to develop and maintain complex business applications for Windows, UNIX and mainframe environments, and to migrate and modernise existing applications to modern Windows and UNIX platforms. Authors also create documentation for other key software solutions such as Application Lifecycle Management, Testing, and Automated Software Quality tools. Authors create documentation in DITA XML, using XMetaL, and manage and publish using a Content Management System (CMS). Authors deliver documentation in various formats including Eclipse Help, CHM, Help 3, HTML, and PDF. Authors also work to migrate and modernize legacy content into DITA and the CMS system. Legacy content is in various sources such as FrameMaker and Microsoft Word. To be considered for this vacancy, you must have a strong technical writing background and understand complex concepts in business software development, maintenance, data management, and deployment. You must be able to present complex concepts clearly and concisely. Using DITA XML and XMetaL, you will be writing new documentation and maintaining existing documentation, context-sensitive (or popup) help, and online books. Ideally, you will have a general understanding or experience with various programming languages. You will be able to contribute to the design of software with particular emphasis on usability, and to discuss technical detail with developers based both locally and abroad. Required skills • Proven experience in writing for programmers/analysts or similar technical audiences • Significant authoring experience in DITA XML using XMetaL • Significant content build and publishing experience using CMS tools • Technically minded with some programming experience/knowledge • Quick learner and self-managing Desirable Skills • Experience of Agile (Scrum) methodology • Authoring of other technical content such as knowledgebase articles, white papers, and datasheets Personal Skills • Enthusiastic, motivated self-starter • Excellent communicator, in writing, on the phone and face to face • Willing to take responsibility • Innovative and flexible • Organised, methodical, and industrious • Professional and diplomatic • Able to work individually and as part of a team Salary: £30-35k + 5% bonus Location: Newbury Ref: P/0086BER (quote in email application) Relisted: 1st June 2010

*Please note:* We will only contact candidates who have been selected to have their CV put forward to the client to arrange to meet with us in the first instance. If you are selected, you will hear from us within 7 days.



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Evolution Resourcing

For the personal touch in recruitment

PERMANENT OPPORTUNITIES