Technical Operations Consultant
4 weeks ago
Security – company established over 35 years ago and fiercely independent
Ownership – the company is an employee trust meaning you share in the profits
Skills Development – the company regularly promotes from within and allows employees to work in differing areas of the business
Attitude – the company has an ethos of true customer service – they don’t lose customers and get invited to tender for every piece of business in their sector
Benefits – include bonus, regular salary reviews, pension, DIS, Health etc
Latest Tech – Software company who are constantly updating their own software and systems
Multi-site locations – Ability to move around in the business
My client is a market leading independent software vendor with years of trading history who service very specific parts of the public sector. Their software is modular with clients choosing to the software as either an end to end solution or as standalone applications. The software is broad and complex and customers require high levels of service and general software support.
The support function is split into core areas including Software Support, Technical Support and Managed Service Support. The software and technical support teams are focused on supporting the main software as it sits in their clients own self managed infrastructure and the Managed Service team focus on managing the fully outsourced infrastructure setup forming part of the clients own organization. Due to substantial new client wins they are looking to appoint a technical operations consultant who will be responsible for:
Provision of a response service for technical queries related to the Managed Service and its operation.
Responsibility for the completion of Managed Service scheduled tasks defined within the Service Level Agreements.
Deal directly with detailed technical support issues raised by customers and provide 2nd line technical support to the Customer Support Team.
Responsibility for assessing Customer problems and accurately prioritising any follow-up actions including, where appropriate, co-ordination with the functional / technical experts.
Advice and guidance to customers in relation to any technical difficulties which may be experienced in operation of the products, including recovery from operational failure situations.
Provision of assistance with the Quality Assurance testing of software, before release for delivery to customers.
To ensure that all contact with a customer is recorded in the corporate CRM.
As and when required, to attend customer site’s and provide Technical Implementation Services
To provide services, outside of core working hours, to ensure the continued operation of the Managed Services. Over the course of a typical year we would expect the average to be no more than 10 hours per month.
Key Skills and Experienced Required include:
Strong Technical Analysis and Design Skills
Relational database experience - Oracle and MSSQL but Postgres would also be desirable
Basic scripting languages:- such as DOS Batch files, Power-shell and SQL
Operating systems:- Windows Server 2003/2008 and Windows 7/8
Exposure to Spatial Data and Mapping solutions
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