Field Trial Support Technician - Software

Kelly Services
14 Sep 2017
18 Oct 2017
Contract Type
Full Time
Our client is expanding their Innovation engineering team to meet the demands of a growing portfolio of new and exciting projects in the energy market sector & require a Software Technician to work within their innovation team, being part of a wider cross functional team and as such work on a broad spectrum of activities, ranging from field trial support through to software development, test and integration.
Our client is responsible for delivering high quality software solutions, therefore their engineers need to have a broad range of skills and capabilities

Key Deliverables

- Technical point of contact for a Home Energy platform field trial, providing an interface between external team(s), the internal development team and the home owners participating in the trial.
- Working under the guidance of a project technical lead, carry out software support tasks and system support tasks such as system commissioning, installation support and bug investigation.
- Provide a technical point of contact to a Platform Field Trial Team, ensuring technical tasks and issues are progressed/resolved in a timely satisfaction.
- Ensure technical issues are correctly prioritised and clearly communicated to internal software development.
- Escalate issues to the Breakdown Support team when a visit to a home is required

Key Activities

- Preparation of in-home equipment e.g. downloading and configuring of new software into in home equipment.
- Preparation of training material to train installers and customer support teams.
- Providing technical support on-site at customer premises during equipment commissioning.
- Attend in-home system installations as required to support the initial role out of the platform.
- Technical point of contact (software) to triage and manage platform field trial issues and bugs.
- Investigation into field trial issues e.g. issue replication.
- Technical point of contact between field trial team and the development team, ensuring that the development team have adequate information to debug and fix issues.
- Decide when to escalate an issue to the breakdown team and monitor the performance of the call out.
- Generation of reports to keep internal and external teams up to date on status

Required skills, experience & qualifications

- Academic background: Computer Science or Software Engineering Degree/HND.
- Previous technical experience/involvement in a technology based field trial would be ideal
- Experience of the following:-
- IoT platforms in a technical support capacity.
- Working with software development teams.
- Linux
- Bespoke software platform support tools.
- Investigating issues in a complex hardware-software system, ideally IoT based.
- Jira or similar.
- Excellent interpersonal skills, calm under pressure.
- Comfortable liaising with the general public in a support function. Ability to concisely articulate technical issues to non-technical team members.
- Self-starter, comfortable working as part of a team or progressing issues in isolation
- Experience of connected home RF solutions such as Z-Wave or similar.
- Software development experience.
- System test experience.
- Experience of working in an Agile software development environment.
- Experience working in a helpline support function.

Please note that we are unable to provide UK visa sponsorship. Should you require any further information please contact the recruitment team on or apply online

Kelly Services are an Equal Opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. Kelly Services are acting as an Employment Business in relation to this job.

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