Software Support Programmer

Nanotek Ltd
18 May 2017
16 Jun 2017
Contract Type
Full Time

Software Support Programmer - Kentish Town - £40K - £55K

Essential Skills and Competencies:
We would expect in excess of 5 years’ experience developing and ideally supporting complex
bespoke web-based applications
Development experience using PHP, MySQL and any of the major Frameworks
Experience in liaising and interacting with Clients
Experience working in an Agile environment would be a bonus
Excellent written and spoken English

Our client are looking for someone to work in their small but busy in-house dedicated Software Support team which
is the first point of contact for any software bugs, issues or change requests raised by our Clients. The role is
primarily a hands on coding role, so you will have a software development background using LAMP
technology, with experience and a desire to work within a software support environment. You must be
experienced and capable of juggling a number of activities in parallel whilst maintaining clear
communications with clients and peers. As the role is client-facing, you must have experience liaising directly
with clients and must be a clear thinker as well as a strong communicator.
You will be responsible for managing the entire end-to-end lifecycle of support calls, enquiries and tickets
which will include:
Understanding the nature, severity and impact of support calls, tickets and enquiries

Accurate recording of all information along with any additional data that might assist with issue
resolution (screenshots, steps to reproduce etc.)
Basic system troubleshooting to replicate or verify the reported issues
Advanced troubleshooting through gaining a clear understanding of our bespoke applications at a
business and technical level including configuration and environment.
Making coding changes, testing and facilitating bug fixes and managing software releases
Allocating issues to Support team members and managing issues through to resolution QA and testing of all software changes from across the team before code is released

Constantly managing clients expectations with regards to the progress of issues

Escalation to development teams if issues cannot be resolved within the Support team
Mentoring junior support programmers
The role would suit someone who is self-motivated and passionate about delivering and maintaining high
quality software. You must be a hard-working and a dedicated team player to fit in our busy but relaxed
working environment. This is a fantastic opportunity for someone looking for a challenge and to take a lead
on the company’s software support team.