Your Title: Support – Information Systems Consultant
Job Location: India, Remote
Department: Utilities Field Services, O&PA
What You Will Do
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
Trimble’s Inclusiveness Commitment
We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.
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