Job Purpose
This is an exciting opportunity to work in the Renewable Energy industry supporting internal software to manage wind, solar and energy storage facilities around the world.
The role includes opportunities to learn technologies in Renewable Energy and to make a contribution to the future development of our flagship SMART product (Site Monitoring, Analysis and Reporting Tool). The role offers development opportunities to testers or support specialists looking to progress their technical skills.
The Software Support Analyst will join an established international team developing the SMART Application suite.
Key Accountabilities
1. Lead a software team to establish products based on existing RES in-house software and Azure technology.
2. Provide Tier 1 user support face to face, by phone and by email
3. Escalation and management of Tier 2 and Tier 3 support issues
4. Basic data analysis, network and server troubleshooting to support live and historical data issues
5. Manage support service level measurement and monitoring
6. Onboarding new wind, solar and storage sites into the SMART application suite
7. Work with users to create new extensions to SMART such as site reporting templates
8. Liaise with third parties, including system suppliers, to resolve data flow issues
9. Create user training material such as user guides and conduct face to face/remote training sessions.
10. Assist the Product Owners in requirements analysis and the design of new functionality
11. Support the Application Developers incoordinating local testing, database and infrastructure support
12. Quality control of new product releases including testing, documentation and communication to users
Knowledge
13. Working knowledge of Excel for data analysis
14. Working knowledge of database technologies,. MS SQL Server
15. Understanding of DevOps practices such as continuous integration and delivery
16. Knowledge of Azure administration and maintenance includingAzure Application Insights
17. Desirable: Basic knowledge of object orientated programming languages. Python
Skills
18. Good written and verbal communication skills (native or fluent English)
19. Desirable: French language skills
20. Good time management and ability to prioritise work
21. Good analysis skills and high attention to detail
22. Self-motivated and able to work proactively and collaboratively to find creative solutions to shared problems
Experience
23. Relevant experience working in application support, IT and/or QA
24. Ability to integrate with an existing international team
25. Experience of working with Azure IoT Hub and Edge technologies would be an advantage
Qualifications
Desirable: Degree in Computer Science, Engineering, another technical discipline or relevant experience