Senior Support Analyst

at  KERRIDGE COMMERCIAL SYSTEMS CORP

“At KCS we’ve introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work.”
inspHire is a market leader in the development and provision of rental industry ERP software.
Senior Analyst role provides 1st and 2nd line software application support.
Working in a global team supporting inspHire products as well as databases, reporting tools, MS Server and Desktop operating systems plus other third-party applications.
Communicating via multiple media – phone, e-mail, chat.
Creating documentation and delivering customer and staff training where required.
Hybrid role – 40% home and 60% office based, potential for limited travel to customer sites.
Covering global support hours on a rota basis, including night shifts.

KEY REQUIREMENTS:

Essential

• Significant experience in a similar application support role for a complex ERP system
• Strong investigation skills into complex issues to a data or code level
• Demonstrable experience in a similar IT support role, including:
• Strong MS SQL Server database experience:
• writing and running traces/scripts
• performance analysis
• triaging data anomalies
• providing root cause analysis back to application code/system activity/hardware
• MS SQL Server toolsets and processes
• Experience with programming languages, preferably VB
• Experience troubleshooting Microsoft Operating Systems (Server and Desktop Editions)
• Experience and knowledge of:
• LAN/WAN networking
• General networking concepts (TCP/IP, DNS)
• Always display a “customer first” attitude
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot and strive for first time resolution of issues.
• Consistently produce high quality and detailed work

Desirable

• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the inspHire offering
• Experience and knowledge of:
• Virtualisation technologies
• Cloud (MS Azure) technologies

Your responsibilities include but are not exclusive to:

• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently.
• Provision of high-quality updates to customers on a regular basis.
• Correctly set the customers’ expectations.
• Deliver on promises
• Provide training to members of the team to maintain standards
• Ensure all cases are progressed in line with InspHire SLA’s
• Take personal responsibility for own tickets and ensure all parties are kept updated
• Case Management: Take accountability for cases in the department, mitigating risks and providing support and escalation point to other members of the team
• Team Working: Technical lead in department, manages continuous improvement activities/projects, proactively shares knowledge, help during times of leave/absence
• Leading by example, always display a positive and can-do attitude – advocate of company
• Proactively design and implement solutions to improve customer experience
• Mentor and provide feedback on team members, ensuring quality levels are maintained
• Be curious to change, evolve and develop in ways that help us better serve our customers.