Support Engineer

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.”
The Commercial Software Support Department assists customers with queries and problems relating to the KCS application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and customer training.

KEY REQUIREMENTS:

• Extensive experience in a customer-focused role in a service-oriented environment
• A Computer Science degree, or degree with a large element of computing, or equivalent qualification knowledge of the KCS Application software
• A good knowledge of the KCS Application software or the KCML programming language, standards, and procedures.
• An understanding of Oracle and KISAM databases

• Assisting the Global Assistant Manager in identifying support cases that are either repeat in nature or of significant impact that we should further investigate through a problem case.
• Accurately investigating and resolving complex problems and issues by using analytical, technical, and programming skills following guidelines.
• Providing work arounds to minimise the impact of problems when this is appropriate.
• Ensure that an appropriate resolution to all problem cases is achieved, this should be one of
• Implementing solutions to the customers’ best advantage and ensuring the case resolutions meet the working and business practices of the customer e.g. Configuration change.
• Raising development cases to provide long term solutions against problems experienced within the customer base.
• Provide feedback and training to members of the support team following investigations into the actions performed within incident management team.
• Escalating cases and seeking advice when appropriate.
• Using the call logging system correctly and ensuring that cases and customers are updated on a regular basis with actions undertaken.
• Continually and pro-actively acquiring and retaining knowledge of KCS products and systems.
• Adopting a pro-active approach to working with members of the Support Team and other departments to ensure that customers receive a prompt efficient service.
• Following and applying the standard Commercial Software Support Procedures and Practices.
• Taking the initiative and identifying ways in which the Support Service and/or Support Procedures can be improved and discussing these with their manager.
• Mentor a junior member of the team to assist their progression within the team.
• Assist the incident management teams during busy periods and major incidents where appropriate and requested by their manager or the Support Director.
• Undertaking any other projects as required by their manager or the Support Director.