CATALAN INSTITUTE OF NANOS CIENCE AND NANOTECHNOLOGY

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1 CATALAN INSTITUTE OF NANOS CIENCE AND NANOTECHNOLOGY Job Description Software Development and Support Engineer Bellaterra (Cerdanyola del Vallès), 4/3/2015 1

2 IDENTIFICATION Post: Department: SOFTWARE DEVELOPMENT AND SUPPORT ENGINEER IT DEPARTMENT Post Holder: Line Manager: Line Manager's Post Posts managed by the post holder: DAVID LIZCANO MARTÍN IT DIRECTOR NONE Date: 4/3/2015 POST'S MISSION The post holder is responsible for providing an efficient, effective and timely first and second level IT technical support to end-users as a primary function, ensuring the service's quality and escalating as appropriate according to policies, procedures and service level agreements (SLAs). As a secondary function, the post holder is responsible for software development functions, whether these are performed in-house or are outsourced. The post holder s activities will encompass the following areas within the IT Department: First-Level IT Technical Support, including but not limited to desktops, laptops, mobile devices, printers and other peripherals, and associated hardware and software. Gradually, depending on accrued experience and through on-the-job training, Second- Level IT Technical Support, including but not limited to servers and network services, and associated hardware and software. Gradually, depending on accrued experience and through on-the-job training, Software Development and Project Management, including but not limited to supporting and developing existing or new systems as required, whether these are insourced or outsourced. Within the post's remit, the post holder will support the IT Director as required in the development and definition of the ICN2's IT strategy. 2

3 FUNCTIONS: The post holder is responsible for providing an efficient, effective and timely first and second level IT technical support to end-users as a primary function, ensuring the service's quality and escalating as appropriate according to policies, procedures and service level agreements (SLAs). As a secondary function, the post holder is responsible for software development functions, whether these are performed in-house or are outsourced. 1. First-Level IT Technical Support, including but not limited to desktops, laptops, mobile devices, printers and other peripherals, and associated hardware and software. 2. Gradually, depending on accrued experience and through on-the-job training, Second- Level IT Technical Support, including but not limited to servers and network services, and associated hardware and software. 3. Gradually, depending on accrued experience and through on-the-job training, Software Development and Project Management, including but not limited to supporting and developing existing or new systems as required, whether these are insourced or outsourced. 4. Within the post's remit, the post holder will support the IT Director as required in the development and definition of the ICN2's IT strategy. 5. Liaison with collaborators, partners and third-parties as required. 6. Within the post s remit, other duties as required by the IT Director. 3

4 PROFESSIONAL BACKGROUND Qualifications Minimum: University degree in Computer Science or Computing Systems Engineering, or international equivalent, with specialism in systems engineering and/or software development. Desirable: Masters degree in Computer Science or Computing Systems Engineering, or international equivalent, with specialism in systems engineering and/or software development. Work experience Minimum: No work experience required. Desirable: 1-2 years work experience in busy IT departments providing support to at least 50 users. Experience of working in the Research and Development industry sector. Other qualifications Languages: English, Catalan and Castilian. English is the organisation s vehicular language. Professional certifications: None required. Professional certifications related to the technologies used in the organisation and software development certifications are an advantage. Resources required by the post-holder to complete his/her duties Adequate workplace, computer and related software, telephone and stationery. Main issues resulting from the post-holder not performing their duties to the adequate standard Operational issues affecting individual users, groups of users or the whole organisation. Financial impact to the organisation as a result of the above. Bad image of the IT Department within the organisation. 4

5 DIMENSIONS Accountability, frequency of supervision and number of staff that the post-holder is responsible for FIRST-LINE MANAGER: IT Director. FREQUENCY OF SUPERVISION: Daily. RESPONSIBLE FOR: 0 staff. Duties that require agreement with upper levels of management and duties that can be performed independently REQUIRE AGREEMENT: Any duties that involve changes to the IT infrastructure or have a financial implication for the organisation. Any duties that, according to the organisation s policies, procedures and/or service level agreements, require escalation to upper levels of technical support and/or management. DO NOT REQUIRE AGREEMENT: The rest of duties. Financial responsibilities The post-holder is not responsible for a budget. Within the post s remit, the post-holder will assist the IT Director in the forecasting and preparation of the IT Department s yearly budget. Most complex duties and time required to perform them Resolution of complex technical issues/problems. Time required: Continuous. Design, planning, implementation, deployment, maintenance and support of new and existing systems in the organisation s IT infrastructure. Time required: Continuous. User interaction in adverse circumstances, such as the user being frustrated or annoyed because of a technical issue, or a request being denied. Time required: Continuous. 5

6 PROFESSIONAL RELATIONSHIPS INTERNAL RELATIONSHIPS Staff with whom the post-holder maintains a professional relationship and its frequency IT Department. Frequency: Daily. All other staff. Frequency: Variable depending on support requirements or new developments. Objectives of this relationship Resolution of technical support issues and queries. Technical training to end-users. Duties related to the organisation s IT infrastructure and the post-holder s areas of responsibility. EXTERNAL RELATONSHIPS Third-parties with whom the post-holder maintains a professional relationship and its frequency Universitat Autònoma de Barcelona (UAB) staff. Frequency: Variable. Hardware/software manufacturers and/or vendors. Frequency: Variable. Hardware /software technical consultancy/support providers. Frequency: Variable. Collaborators, partners and/or other stakeholders. Frequency: Variable. Objectives of this relationship Design, planning, implementation, deployment, maintenance and support of new and existing systems in the organisation s IT infrastructure. Hardware/software/services procurement. Within the post s remit, collaborations with third-parties. ADDITIONAL ITEMS Other aspects relevant to the job Communication and Relationship Skills Provides and receives complex or sensitive information. Provides advice, instruction or training to groups in the post holder s own area of expertise. Provides and receives information on IT matters which may be complicated. 6

7 Knowledge, Training and Experience Expertise within specialism, underpinned by theory. Knowledge of a range of IT areas acquired through qualification to degree or equivalent level, or relevant work experience. Analytical and Judgmental Skills Faces a range of facts or situations requiring analysis. Analyses situations/information to identify and resolve a range of problems, for example, computer system errors, user, computer or software problems, network issues or data errors on data repositories. Identifies and analyses sources of variations or errors in information reports. Planning and Organisational Skills Plans and organises straightforward activities, some ongoing and/or continuous. Plans tasks and activities which may require adjustment due to variable workload or interruptions. Physical Skills Possesses developed physical skills, allowing for advanced keyboard use or tasks where accuracy is important, such as those needed for manipulating fine tools and materials. Inputs and manipulates data and/or information into computer databases and other systems. Responsibility for Scientific Production Assists scientists during incidental contacts. Has incidental contact with the scientific environment (laboratories, instrumentation, scientific equipment, etc.). Responsibility for Policy/Service Development Proposes policy or service changes with impact beyond his/her own area. Implements IT policies for his/her own area, propose changes to, for example, new projects, legislative changes, new reporting processes, new training programmes, etc. which have an impact on both scientific, support and/or administrative areas. 7

8 Responsibility for Financial and Physical Resources Responsible for the proper and safe use IT equipment. Responsible for the purchase of physical assets or supplies once these have been authorised by a budget holder. Responsible for the installation, repair and maintenance of physical assets. Responsible for the proper and safe use of IT equipment by users. Responsible for expensive hardware and software. Responsibility for Human Resources Coordinates with other staff in his/her department for its day to day operation. Provides training in his/her own discipline to other IT staff, staff from other departments within the organisation and third-parties. Responsibility for Information Resources Responsible for maintaining one or more information systems. Significant job responsibility to adapt or design information systems to meet the specifications of others. Develops aspects of information systems or hardware, for example, changing modules within a reporting system or other IT systems. Maintains user IT accounts and system rights. Maintains computer hardware, for example, desktops, cabling, servers, printers, etc. Regular requirement to develop, create and/or interpret reports, documents, drawings, etc. Develops or modifies IT training or induction packages. Responsibility for Research and Development Regularly undertakes equipment testing and adaptation. Develops, tests and/or adapts IT systems, including applications and hardware. Freedom to Act Works under clearly defined occupational policies. His/her work is managed, rather than supervised. May act independently within appropriate guidelines, deciding when it is necessary to refer to their manager. 8

9 Physical Effort Expected to exert moderate physical efforts required to carry or move equipment, with or without aids. Mental Effort Experiences frequent periods of concentration, unpredictable work patterns and occasional periods of prolonged concentration. For example, concentration will be required when checking information and when answering queries from staff or third-parties. There may be interruptions to deal with, for example, computer failures. Requirement to concentrate for long periods when analysing data, developing systems or finding bugs in computer systems. Emotional Effort The post-holder s exposure to distressing or emotional circumstances is rare. Working Conditions Works frequently under unpleasant conditions due to direct exposure to dust, dirt, smell or noise when maintaining and/or installing equipment. Must be capable of working in diverse, multicultural and multidisciplinary environments. 9

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