Technical Support Analyst

11 Jan 2018
10 Feb 2018
Contract Type
Full Time
This role is based in an office on the outskirts of Darlington. Nottingham and Crew locations can also be considered.

Role may include Line Management responsibilities for more junior support analysts including mentoring and working with our offshore team in India

The role-holder is expected to become a subject matter expert in the allocated product or products and as such there will be a requirement for occasional travel to customer sites, to discuss issues or new requirements for example.

This is a full time role working standard office hours with an element of flexibility on start and end times. After a suitable training period, the role-holder will be expected to provide on-call cover for a given application as part of a rota with other team members. An on-call allowance is payable for this work.

The area is responsible for maintaining and enhancing a range of bespoke applications developed specifically for the Rail Industry. Technologies used encompass VB6, VC, VC++ & Microfocus Cobol at one end of the spectrum, with modern, web-based applications using java and .NET at the other. Some of the older products are undergoing technical refresh into newer SOA-based java and .NET systems. It's a constantly-evolving area, balancing our main product set with the use of emerging technologies such as Mobile Apps, the requirement to still interface to mainframe systems in some cases and integration with 3rd party products.

Role involves:

Developing existing applications as per the Rail Operations Release Management process with a minimum of 2 releases per year for the Product Suite Rail (PSR) products. Applications are enhanced either in response to fixes required for problems reported by internal or external customers on one of the main systems in the Product Rail Suite, or changes required on those systems.
Additionally, the role-holder will be cross-trained to enable support of at least one other PSR system.
Allocate work to junior team members and manage the review process to maintain quality and consistency.
Investigates problems and other requests for support and determines appropriate actions to take.
Liaise with the Support Manager and the Support Consultant to identify and assess changes that will improve the allocated product or products
Be the initial escalation point for any customer-raised problems that prove difficult to resolve within normal support processes. This may include customer-visits
Act as the key contact for offshore resources, ensuring work sent to offshore partners is specified to an agreed standard, and flagging any persistent issues to peers offshore
Undertake the following: requirements analysis, estimating work packages to facilitate the production of customer quotations, the production of design specifications, liaising and management of remote resources, testing and liaising with our independent testing team
Action will include system modifications, developing work-arounds or site-specific enhancements, manipulating data, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests software suppliers.
Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
Coach and mentor graduates and apprentices in mobile application technologies
Attendance at product user groups

Job Requirements


Languages required are one of more of the following:
WCF, JavaScript/jQuery, HTML/CSS
Experience of working in a disciplined development and/or support environment
Experience of working with Oracle databases
Able to establish a good rapport with a range of business and technical colleagues and customers.
Able to work independently or as part of a team, depending on the nature of the task in hand
Demonstrate a commitment to continuous improvement and self-development
Demonstrate a commitment to supporting the principles of Great Place to Work - promoting Trust (in management) , Pride (in work) & Respect (for colleagues)


Experience in one or more of the following technologies/disciplines:
VB6, Java, Team Foundation Server, Test Driven Development,Vb, C#, .Net language(s) /Framework 1.1, 2.0, 3.5, 4.0 & 4.5, UML, Silverlight
(for java) knowledge of Spring, Hibernate, Eclipse, VC, VC++6, including knowledge of the platform SDKs, Transact-SQL, SOA, OO development methodology, SNA/HIS
Knowledge of the UK Rail Industry would be an advantage but training and support can be provided
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