Information Systems Consultant

To provide 3rd Level technical support for Taskforce, GeoManager, Performance Manager and other Trimble products as required.

To ensure that the company s contractual commitments are met in a timely, professional, and cost-effective manner.

• Investigation, resolution and root cause analysis of fault reports received in Customer Services (Support) or escalated by the Customer Support Front Office team. This includes in depth investigations and suggesting where a problem record appears to be a defect.

• Updating relevant CRM systems with details of fault report investigations/resolutions

• Analysis and trending of faults

• Escalation to Technical Team Lead / 3rd Party suppliers / IT Operations / Professional Services / Software Engineering as required

• Working with Engineering to identify, create and implement workarounds for reported / identified faults

• Creation of Scripts / Tools to extract information / generate reports

• Production of Management Statistics and reports as required

• Accurate and timely recording of time spent against Project on the company s Time Recording system

• Implementation of software: bug fixes / new releases / service packs / patches / Fasttracks as and when required

• Production and maintenance of support / training documentation / material as required

• Execution of specific work-packages / projects / developments as and when required by the company

What Skills & Experience You Should Bring

• At least 8 years experience of providing technical support for a software application serving at least 1,500 end-users

• At least 8 years practical experience of Linux Operating Systems at Sys Admin Level

• At least 8 years practical experience of MS Windows Server Application and Tools

• Excellent working knowledge of Oracle concepts and utilities. This should include knowledge of and ability to support GoldenGate

• Additional strong skills including but not limited to shell scripting, SQL queries, Java etc

• Excellent ability to troubleshoot complex Application and Network/Internet Connectivity issues

• Proven experience of liaising with external customers / suppliers

Specific Skills required:

• Ability to work under pressure to ensure demanding timescales for the resolution of reported Fault Reports are met

• Ability to work both as part of a team and alone, supervised or unsupervised, as the situation demands

• Have a demonstrable ability to provide innovative solutions that are fit for purpose and cost-effective

• Ability to liaise with Customers, Suppliers, Managers and Peers at a technical and non-technical level as required

• Demonstrate a desire to gain an in depth knowledge of the company s products at both an operational and support level and show a willingness to share new found knowledge with others as appropriate

• Be customer focused and demonstrate a passion to deliver quality solutions in a commercial environment