Apprentice Software Engineer

Team: Technology & Innovation
Salary: Year 1 £14,526.20 Year 2 and beyond NMW dependant on age.

Working hours per week: 37hours

QA Course: Software Engineer Level 4- Remote learning Schedule to be confirmed at sign up. Duration: 19 Months

Overall, Purpose of Job As our Software Engineer Apprentice, you will aid with providing a support and maintenance service in particular relating to all Software owned by the group. You will also undertake a learning programme to develop your skills and understanding in relation to Software support, maintenance and development enhancing your knowledge.

Main Responsibilities

• To respond to helpdesk traffic via all communication channels. Upholding a high standard of customer service considering impact , priority and severity. Helpdesk incidents and service requests are to be dealt with as per the service level agreement and customer standards.
• To assist with user administration of all software including starters , leavers and transfers. And remediate audit actions as per findings from internal audits to remediate accounts as appropriate aiding accuracy and compliance across our software.
• To confidently approach helpdesk cases utilising knowledge gained from triage to diagnosis and completion whilst upholding internal policies and procedures. Establish and diagnose IT Faults through troubleshooting techniques and tools.
• To establish professional working relationships to aid the customer support journey , utilising communication and troubleshooting skills in tandem to take our customers through the support process , keeping them informed outlining clear expectations.
• To build knowledge of all Software both technically and operationally to enable you to provide guidance and support effectively to the business.
• To learn and understand internal business processes and apply this knowledge to the operation and configuration of systems.
• To learn how to comfortably navigate our databases as part of the fault-finding process. Learning SQL DB Management language and tools to further aid advanced troubleshooting.
• To put learning programme fundamentals into practice where opportunities arise across divisions development and support.
• To work with 3rd party suppliers building professional relationships to aid troubleshooting , diagnoses and resolve.
• To deploy and configure the relevant used and approved software owned by the group.
• To review , plan , test and implement minor software changes in line with our Change Management procedures. And aid testing of the IT functions of software upgrades , upholding user acceptance testing standards.
• Uphold and maintain our internal security and acceptable use policy and relating procedures and always uphold confidentiality.
• To invest in continuous personal development keeping up to date with the industry standards and technological advances appropriate to our organisation.
• To follow a learning programme (Software Engineer Level 4) progressing learning and coursework , incorporating learning to the role around support, maintenance and development lifecycles.
• Report any identified risks, impediments to the existing processes, procedures and policies to ICT Management.
• Understand and identify the differences between Software function(How it should work, features and functions) and non-functional (How it should perform such as speed & security) technical requirements when working with our customers dealing with service requests and change management.
• To aid with key documentation and contributions to our internal knowledge base.

Creativity & Innovation

• To personally assess on a case-by-case basis impact , time and effort to deliver and outlay expectations to customers.
• Act as part of a team analysing and evaluating existing products in line with continual service improvement.

Contacts & Relationships

• Daily contact with all stakeholders providing assistance and advice on the use of business systems
• Effective interaction with 3rd party suppliers and the ability to thoroughly explain escalated issues
• The post holder will be required to monitor and resolve issues arising from 3rd party support
• Daily contact with colleagues within the department as well as the Management Team to ensure targets are being met and complex issues are escalated

Decision Making - Discretion

• Ability to formulate solutions using own initiative.
• Responsible for planning your own helpdesk and change management requests to comply with set deadlines and business needs
• To absorb and adhere to internal operating procedures and policies as part of daily conduct.
• Work within set targets and procedures determined by ICT Management

Decision Making - Consequences

• An Impact on service standards and a failure to meet the existing service level agreement.
• Poor performance of key business systems
• Loss of productivity dependant on the time it takes to return normal service when dealing with incidents

Responsibility for Resources

• Responsibility for sensitive data within the applications that they manage

Work Demands

• Re-prioritisation of work due to changes in business needs, policy and urgent tasks on a daily basis, working to strict deadlines at all times set by the organisation.
• Unforeseen technical problems that require immediate attention such as system failures requiring work to be carried outside office hours and on own initiative when the situation arises.
• Be dynamic based on the demands of the business dealing with unexpected circumstances maximising limited resources and expertise.

Physical Demands

• Normal physical demands associated with an office environment. Working Conditions
• Mainly office based, but with a need to visit the groups local offices that are spread across the whole of North Lincolnshire and South Yorkshire.
• Agile working approach that allows staff to work from any location depending on the business demand.

Work Context

• Minimal Risk

Knowledge, Skill & Experience Required

• Have an overall ICT awareness of software and demonstrate a passion for the sector.
• Can demonstrate an understanding of basic aspects of ICT with some experience in an ICT setting/learning environment .
• An understanding of social housing is desirable
• The ability to prioritise and multitask with several diverse requests at any one time
• The ability to communicate openly and with ease to all customers and stakeholders
• Ability to perform well in a high-pressured environment
• Self-motivated and innovative, with a passion for personal development.
• The ability to openly collaborate with team members
• Demonstrate initiative and accountability in their daily operations.
• To ability to understand and implement clear directions.
• Naturally solution orientated

Health & Safety Operative – To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately.

Environment and Sustainability

• To ensure the environment and sustainability policies are understood by the post holder
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans

Risk Management General appointment - To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks.

Equality & Diversity

• To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board and committee members and all those we work with.
• To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
• To treat everyone with dignity and respect at all times.

Notice Period – 1 Month