Performance Plan - Delivery Manager

Performance Plan – 2nd Line Support Engineer

Position: 2nd Line Support Engineer (PracticeWEB) Location: Bristol Hours: Full Time Reports to: Operations Director (PracticeWEB)

Job Purpose/Summary

The role of 2nd Line Support Engineer is a technical role responsible for taking ownership of problems and queries relating to the Drupal based "Landscape" platform from PracticeWEB.

You will ensure issues that are passed to you are investigated promptly and appropriate action is taken. You will investigate them and resolve, reject, or escalate as appropriate. The purpose of the role is to take pressure off the Landscape development team who are currently picking up ad hoc requests for technical support from internal teams.

You will work closely with many departments across PracticeWEB (the business), members of the Landscape team and partners. You will also play a key role in identifying bugs in the software and raising quality standards. The 2nd Line Support Engineer is responsible for ensuring that Landscape products and services are running smoothly and also offering support and training internally to our delivery and client services teams.

The primary focuses for this role are:-

 Assessment  Research

 Investigation  Training

 Resolution  Knowledge sharing

 Documentation  Bug tracking

Technical skills required

You will be a lightweight PHP developer and also competent with.

 MySQL  HTML / CSS

 JavaScript (JQuery)

Experience of the following would be a distinct advantage.  Drupal 6  Drush command line shell interface for Drupal  Key Drupal modules including, CCK, Views, Features. Main Duties and Responsibilities

Resolving support cases / tickets

 Take ownership of Cases passed to you  Assessing severity and impact of problems  Prioritising work  Investigating causes of problems  Resolving the problem  Escalating as necessary

Communication /Training

 Ensure suitable support documentation is available on the intranet  Train staff individually or as groups  Knowledge sharing

Documentation

 Ensure documentation on the intranet is comprehensive and up-to-date

Bug tracking

 Ensuring Bugs in the software are recorded correctly  Prioritising the backlog of Bugs

Secondary Duties and Responsibilities

Operational projects / Internal projects

 To manage, deliver or work as part of a team to complete internal operational projects as setup by the Operations Director.

Quality assurance

 To assess quality by testing existing and new products.

Technical Development

 As time permits, to work on development projects either enhancing existing functionality or creating new features. Person Specification Skills required

As well as having technical expertise, as you will be working closely with other teams, you will also need to be friendly and personable.

 Proficient in all MS office applications inc: Word, Excel, Access  Effective interpersonal communication skills  Team working: ability to work with and support team members whilst under pressure  Using your own initiative, and having the confidence to complete tasks or projects to specification  Ability to bring knowledge sharing and trouble shooting skills to other members of the team in meetings and the daily work environment  Empower other team members by sharing experience, guidance and direction, instilling confidence  Analytical thinking: ability to present clear conclusions and trends from verbal and numerical data  Good presentation skills: ability to communicate complex or sensitive messages in a clear and concise manner.  Ability to liaise with senior management  Ability to delegate, meet deadlines and work under pressure  Good time management skills  Teaching ability and willingness to mentor  Logical approach  Adaptable, self motivated, and patient  Willingness to work out of core hours to complete specified tasks  Willingness to travel

Reporting structure

Managing Director

Operations Director

2nd Line Support Engineer

The postholder will undertake any other duties commensurate with the role as required. Any substantive change to the role will be subject to full consultation with the postholder. Performance Dimensions

Previous sections are all about “what you do” - this section encourages us to consider “how you do it” and is the same for all staff.

Communication

Communication: Articulates and presents ideas clearly in a concise manner. Writes clearly and effectively. Uses appropriate style, format, grammar and tone in informal business communications. Listens to others in a manner that shows interest and concern and promotes open two-way dialogue. Uses effective non- verbal communication.

Interacting Upward: Keeps management informed to prevent surprises. Provides suggestions and opinions to management. Interacts effectively with management. Anticipates business needs and management.

Interpersonal

Receptivity and Adaptability: Responds positively to the demands of work challenges when confronted with changes, ambiguity, adversity, or other pressures. Meets the demands of work without undue emotional reaction. Responds constructively to feedback. Is aware of how he or she is perceived by others.

Teamwork and Independence: Persuades and influences others effectively. Works well and effectively deals with others when working within a group. Co-operates and collaborates with other teams to provide effective solutions. Deals effectively with diversity.

Dealing with Conflict: Manages conflict and negotiates a resolution. Addresses differences of opinion effectively. Establishes an environment conducive to discussing conflict. Communicates differing viewpoints openly and tactfully. Recognises agreement and generates consensus.

Motivation and Commitment

Initiative and Motivation: Demonstrates the determination to establish high performance standards and the persistence to meet them. Accepts responsibility for accomplishing objectives despite obstacles and difficulties. Demonstrates confidence in own abilities and ideas. Seeks opportunities to enhance and expand skills. Is dependable in accomplishing tasks.

Customer Orientation (Internal and External): Demonstrates the commitment to provide customers with the highest product or service. Anticipates customer needs and enthusiastically helps solve their problems. Keeps commitments and follows up on requests in a manner that meets or exceeds customer expectations. Creates an environment where people feel supported to exercise their own judgment in providing service within guidelines. Seeks opportunities to interact with customers.

Planning and Organisation

Make realistic and thorough plans which anticipate obstacles. Prioritise problems and tasks. Ability to work under pressure, prioritising workloads to meet specified and realistic deadlines. Allocates own time effectively by arranging information and tasks systematically. Uses follow up procedures. Adheres to attendance and tardiness policies.

Innovation and Decision Making

Analysis and Decision Making: Identifies problems and recommends solutions. Makes sound decisions even under conditions of uncertainty. Makes logical assumptions. Creates, understands and effectively applies quantitative information. Makes timely decision.

Innovation and Resource Management: Identifies and creatively utilises a pool of diverse people and resources (time, materials, money) to accomplish goals. Develops unusual and original approaches to successfully complete assignments. Removes obstacles and provides others with what they need to do their jobs. Acts as a resource to others.

Leadership

Leadership: Creates an environment where others work at peak levels. Identifies and communicates a direction or a vision. Sets example or personal performance and integrity that encourages excellence.

Staff Development: Uses formal performance reviews and informal feedback to motivate and encourage optimal performance. Assesses and develops others skills to best utilise their talents. Evaluates and manages staff expectations to establish realistic career goals.

Delegation: Assigns responsibilities clearly and monitors progress through the use of effective measures. Ensures the staff have the necessary resources and authority to perform within established guidelines. Provides feedback on results and gives direction when improvement is needed. Utilises appropriate checkpoints to ensure that delegated tasks are complete as expected.

Business Perspective

Understands appropriate concepts of business and management. Understands and works effectively across the organisation using policies and practices. Demonstrates an understanding of industry environment and competitive developments and trends. Applies a broad business perspective in accomplishing responsibilities.

Health and Safety

Under the provision contained within the Health & Safety at Work Act 1974, it is the duty of every employee to: - Take reasonable care of themselves and others at work; - To co-operate with the company, as far as necessary to enable them to carry out their legal duty; - Not to intentionally or recklessly interfere with anything provided: including personal protective equipment, for health and safety or welfare at work.