Job description

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Department	Support and Services
Location	Newport, Wales Office
Job Title	Support & Integration Engineer
Reports to	Software Engineering Team Lead
Type of position	Full-time
Hours	37.5 per week (Nonexempt)

JOB PURPOSE
The System Support Engineer being part of the Customer Support team involves working on highly complex systems and providing general technology support services for customer accounts. Your role as customer support professional will be as a key individual contributor within to the support group whose primary focus is to provide customer support on a highly functional and technical level and to ultimately drive complete and total solution delivery and resolution of customer problems.

JOB PURPOSE

The System Support Engineer being part of the Customer Support team involves working on highly complex systems and providing general technology support services for customer accounts. Your role as customer support professional will be as a key individual contributor within to the support group whose primary focus is to provide customer support on a highly functional and technical level and to ultimately drive complete and total solution delivery and resolution of customer problems.

JOB OBJECTIVES, MAIN AREAS OF RESPONSIBILITY AND KEY TASKS
The job objectives, main areas of responsibility and key tasks are; 1. Design and document system level designs, specify system components and configuration. 2. Technical competencies are such that they can contribute to product and solution design decisions. In certain technical areas they may be considered the local expert and as such provide training or tutoring 3. Perform installation, integration and upgrades of Quative product and or third-party hardware and software products 4. Define, plan and execute pre-integration Acceptance Testing with third-party hardware and software products 5. Define, plan and perform customer acceptance testing with third-party hardware and software products 6. Significant travel to customer sites to conduct troubleshooting of complex problems in either customer Lab or Production Environments, often at short notice. 7. Develop enough knowledge of our customer’s environment to participate in customer’s discussion and facilitate integration recommendation 8. Take ownership of customer's request for services, manage the resolution and report regularly on the status 9. Maintain, configure and replication of customer environments in our labs 10. Working closely with other teams including Engineering when escalation of the problem is required, Quality Assurance and Product Management. 11. Help to improve future product releases by prioritizing known product defects and by communicating customer feedback regarding product usability to the Product Management Group. 12. Communication to customers through presentations, documentation and workshops around the technical implementation status 13. Present product training to customer as and when the need arises 14. Keep abreast on new technologies as it relates to the IPTV and DVB environments as appropriate to the role 15. Work in accordance to established company or customer quality procedures, process and guidelines

JOB OBJECTIVES, MAIN AREAS OF RESPONSIBILITY AND KEY TASKS

The job objectives, main areas of responsibility and key tasks are;
1. Design and document system level designs, specify system components and configuration.
2. Technical competencies are such that they can contribute to product and solution design decisions. In certain technical areas they may be considered the local expert and as such provide training or tutoring
3. Perform installation, integration and upgrades of Quative product and or third-party hardware and software products
4. Define, plan and execute pre-integration Acceptance Testing with third-party hardware and software products
5. Define, plan and perform customer acceptance testing with third-party hardware and software products
6. Significant travel to customer sites to conduct troubleshooting of complex problems in either customer Lab or Production Environments, often at short notice.
7. Develop enough knowledge of our customer’s environment to participate in customer’s discussion and facilitate integration recommendation
8. Take ownership of customer's request for services, manage the resolution and report regularly on the status
9. Maintain, configure and replication of customer environments in our labs
10. Working closely with other teams including Engineering when escalation of the problem is required, Quality Assurance and Product Management.
11. Help to improve future product releases by prioritizing known product defects and by communicating customer feedback regarding product usability to the Product Management Group.
12. Communication to customers through presentations, documentation and workshops around the technical implementation status
13. Present product training to customer as and when the need arises
14. Keep abreast on new technologies as it relates to the IPTV and DVB environments as appropriate to the role
15. Work in accordance to established company or customer quality procedures, process and guidelines

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
The following represents the required work experience and qualifications: 1. Bachelor degree in Computer Science 2. Working experience and proven exposure with at least 4 years in Integration and Support Environments, especially in the areas of testing web-based and or client-server applications. 3. It is essential that the Applicants have the following skill sets; Installation, configuration and administration for Oraclre 8i, 9i and 10g Databases Oracle SQL and PLSQL Installation, configuration and administration for Solaris/Unix Installation, configuration and administration for Linux Installation, configuration and administration of DHCP, DNS and Proxy servers Shell Scripting i.e. Perl and Korn Mail Store Technologies Networking, Switching, Routers, Protocols i.e. TCP/IP, Multicast, Unicast, RTSP, TFTP, IGMP and various network based transactional software Network sniffers 4. Knowledge and experience of Set-Top-Boxes would be beneficial 5. Able to Demonstrated problem solving abilities in the area of TCP/IP wide area networks

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

The following represents the required work experience and qualifications:
1. Bachelor degree in Computer Science
2. Working experience and proven exposure with at least 4 years in Integration and Support Environments, especially in the areas of testing web-based and or client-server applications.
3. It is essential that the Applicants have the following skill sets;

Installation, configuration and administration for Oraclre 8i, 9i and 10g Databases
Oracle SQL and PLSQL
Installation, configuration and administration for Solaris/Unix
Installation, configuration and administration for Linux
Installation, configuration and administration of DHCP, DNS and Proxy servers
Shell Scripting i.e. Perl and Korn
Mail Store Technologies
Networking, Switching, Routers, Protocols i.e. TCP/IP, Multicast, Unicast, RTSP, TFTP, IGMP and various network based transactional software
Network sniffers

4. Knowledge and experience of Set-Top-Boxes would be beneficial
5. Able to Demonstrated problem solving abilities in the area of TCP/IP wide area networks

OTHER
The following detail some of the other competencies required by the role; 1. Good communication skills, both written and verbal 2. Demonstrate good analytical and problem solving skills, able to demonstrate practical approach to technical troubleshooting and can apply own knowledge and tools to diagnose a network, and isolate and correct problem areas. 3. Ability to lean, understand and present on in-depth technical subject, both written and verbal 4. Positive and enthusiastic team player with ability to work independently 5. Self starter, willing to lean and the ability to work under pressure 6. Dynamic, customer orientated and willing to accept responsibility 7. Language and cultural skills: English, second language would be a strong plus 8. A confident, self motivated, self disciplined individual and able to priorities. 9. Demonstrate capability to adapt to change and varying priorities 10. Ability and willingness to travel throughout Europe and Asia without restrictions, at times this can be extensive and at short notice. 11. Be prepared to share out of hours support duties ( approx one week in four) 12. Some basic project management skills

OTHER

The following detail some of the other competencies required by the role;
1. Good communication skills, both written and verbal
2. Demonstrate good analytical and problem solving skills, able to demonstrate practical approach to technical troubleshooting and can apply own knowledge and tools to diagnose a network, and isolate and correct problem areas.
3. Ability to lean, understand and present on in-depth technical subject, both written and verbal
4. Positive and enthusiastic team player with ability to work independently
5. Self starter, willing to lean and the ability to work under pressure
6. Dynamic, customer orientated and willing to accept responsibility
7. Language and cultural skills: English, second language would be a strong plus
8. A confident, self motivated, self disciplined individual and able to priorities.
9. Demonstrate capability to adapt to change and varying priorities
10. Ability and willingness to travel throughout Europe and Asia without restrictions, at times this can be extensive and at short notice.
11. Be prepared to share out of hours support duties ( approx one week in four)
12. Some basic project management skills

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