Technical Operations Consultant – Managed Service / Software Company – LUTON – SOUTH
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 use 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, while the Managed Service team focuses 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. Dealing directly with detailed technical support issues raised by customers and providing 2nd line technical support to the Customer Support Team. Assessing Customer problems and accurately prioritising any follow-up actions including, where appropriate, co-ordination with the functional/technical experts. Providing advice and guidance to customers in relation to any technical difficulties which may be experienced in the operation of the products, including recovery from operational failure situations. Assisting with the Quality Assurance testing of software before release for delivery to customers. Ensuring that all contact with a customer is recorded in the corporate CRM. Attending customer sites and providing Technical Implementation Services as required. Providing 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 Experience 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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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 use 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, while the Managed Service team focuses 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. Dealing directly with detailed technical support issues raised by customers and providing 2nd line technical support to the Customer Support Team. Assessing Customer problems and accurately prioritising any follow-up actions including, where appropriate, co-ordination with the functional/technical experts. Providing advice and guidance to customers in relation to any technical difficulties which may be experienced in the operation of the products, including recovery from operational failure situations. Assisting with the Quality Assurance testing of software before release for delivery to customers. Ensuring that all contact with a customer is recorded in the corporate CRM. Attending customer sites and providing Technical Implementation Services as required. Providing 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 Experience 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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