This position involves working with 8over8 Software Engineers and Product Implementation Consultants to diagnose and fix issues with ProCon product in the field to ensure the highest levels possible of system health, performance and availability of ProCon.

Responsibilities also include but are not be limited to:

Support:

• Ownership of 1st line support function during UK business hours
• Logging and follow up with ProCon users on open support cases using support system
• Escalation of high severity issues to Head of Services
• Working with ProCon Product Consultants to ensure close out of support cases where appropriate.
• Working with ProCon Software Engineers to ensure close out of support cases as where appropriate
• Become less dependent of Consultants and Software Engineers to close out support cases over time
• Maintain and enhance online user support portal including online Knowledge Base documents
• Develop hotfixes with Development Team where appropriate
• Package hotfixes for deployment to ProCon systems and manage these across all customer sites
• Proactive health checks on hosted systems to verify performance, security and availability of 8over8 hosted servers
• Capture regular customer satisfaction feedback on support service to present to Management Team

New Releases:

• Produce release notes documenting major changes included in new release
• Prepare installation package using installshield or similar and test installation on supported server platforms
• Perform rollout according to schedule developed with Head of Services for annual upgrade

Implementation:

• Support the ProCon Product Consultant on-site to install ProCon on customer server platform

Research:

• Work with Development Team on new technologies to ensure that performance, security, availability and management of installations and upgrades are take into account

8over8 Headquarters 8over8 Limited,
University of Ulster Science Park,
Northland Road,
Derry
Northern Ireland
BT48 7TW.

Tel:+44 (0) 28 7129 5930
Fax:+44 (0) 28 7129 5900

Email: jobs@8over8.com

JOB TITLE: SAMPLE TITLE
LOCATION: DERRY
SALARY: TO £32K

The Role:
This role reports to the Information Systems Manager, the objective of which is to develop and maintain all aspects of the Company’s websites in support of achieving the Company’s Business Vision, including:

• Proactively manage the Company’s websites to ensure that they fully meet the objectives established for them and that they support the Business Vision
• Implement and deploy changes and new features or functions to the Company’s website inline with requirements established with the entire business, and specifically the Marketing team
• Develop, support, select and maintain suitable tools to create a dynamic environment allowing contributors to add website content without the need for development activity, including the use of a Content Management System
• Work with all external agencies in the procurement and monitoring of services necessary to establish our web presence and promote it to our target audiences
• Undertake any projects assigned to you from time to time by your manager

Essential Skills:
The successful candidate will need to possess the following attributes:

• A relevant technical degree or equivalent qualification
• Previous experience of commercial web site development
  Experience of full software development lifecycle
• Knowledge of web development methods, languages and tools including as many of the following as possible: Java, HTML, DHTML, Javascript, XHTML, XML, ASP, Content Management Systems, SharePoint, .NET

Ability to communicate with user departments and analyse requirements to produce effective solutions

Must be able to work on own initiative.

8over8 Headquarters 8over8 Limited,
University of Ulster Science Park,
Northland Road,
Derry
Northern Ireland
BT48 7TW.

Tel:+44 (0) 28 7129 5930
Fax:+44 (0) 28 7129 5900

Email: jobs@8over8.com