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We are looking for customer-focused and enthusiastic candidate for the Software Discovery and Packaging Team, who has a genuine interest in solving IT issues and is empathetic to our client needs and requirements. The applicant should have a very good understanding of software application packaging, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.
The Discovery consists of 3 phases; D1, D2 and Testing/UAT;
D1 Is the initial installation of the application on a Standalone Vanilla Machine, to ensure the application install and launches in a clean environment, this also allows us to check how many EXE / MSIs the installation consists of.
D2 After the software has gone through approval and the software has been purchased, the software comes through for Discovery, this stage is where we install application on a network machine and confirm that is works as on the D1. Upon this failing trouble shooting will need to be carried out.
At this point we engage with the customer to get their requirements of the application, such as settings, customization, and additional addons, and ensure we include this and get them working.
The user then tests the application to ensure everything is working as intended before it goes off for packaging. At this point we get the user to create a UAT document which is a guide and instructional document, which explains in detail what they will carry out to test the application to ensure it is working to their requirements.
The Software and documents pass to the packager, where the package is created.
Testing/UAT On receiving the package, we run through the UAT document to the best of our ability to ensure no new errors have crept in. and then the application is added to SCCM and is tested again to ensure the package works correctly being deployed.
And lastly, we call in the users for Formal UAT testing of the application, to run through the UAT document they created to test the application functionality. And upon this passing their tests the user completes the UAT sign off and the application is ready for deployment.
Responsibilities
* Successful service delivery - SLA achievement and high level of customer satisfaction
* Building a personal relationship with client
* Call queue management: Self-assignment of calls, Update and maintain assigned calls.
* Start to end of discovery process for an application: D1, D2, Testing.
* Managing workload and within SLA
* Import of packaged application into SCCM
* Creation of AD groups ready for deployment
* Engage with Licensing / Manufacturers / Customers
* Test deployment from SCCM (OAT)
* Documentation, of all packaging requirements into a discovery form - e.g. Installation Instructions, Configuration Instructions,
* Investigation of possible application dependencies and escalation to technical authority.
* Troubleshooting of application error messages during installation
Essential Skills
* Have extensive knowledge in Application Discovery, and best practices.
* Troubleshooting skills; Event viewer, Logs, monitoring tools, fault diagnosis, etc
* Active Directory, Group Policy and local permission setting knowledge
* Windows Operating systems: XP, 7 & 10
* General Windows support and configuration experience
* Understanding of secure working environments.
* Good Communication skills, written and verbal.
* Working knowledge of EXE, MSI, Transforms
* Basic knowledge of VBScript and PowerShell
* Ability to undertake complex multi-layered application dependency investigation
* Working alone and is self-motivated.
* Able to proactively resolve issues encountered during the discovery process