3rd Line Support
Role: 3rd Line Support Location: Reading, United Kingdom Status: Full Time Work Experience: 6+ years Salary: £37,500 - £42,500 p.a. About the Company For more than 35 years, we have been crafting innovative software that moves the rental industry forward. In that time, we've grown from serving one store (our own) to more than 5,000 businesses worldwide, including several of the world's top brands. We're proud of our legacy of innovation, but we're inspired by a future of solving problems. Whether it's our world-renowned customer service, award-winning software development, helpful sales squad, knowledgeable training staff, or the rest of our enthusiastic and committed team, we tackle the problems that face our customers and our company to benefit the world. Yes, we're basically a bunch of superheroes, but you won't need to wear tights to work here! Job Description The 3rd Line Support Technician provides the third-tier escalation point within the support services three-tier escalation chain and ensures that all incidents are closed within the defined Support Services SLAs. The 3rd Line Support Technician responds to third-tier support requests either directly from clients or as escalated by the second-tier support team. These include business as usual support requests across a wide range of core products including, but not limited to Syrinx, Syrinx Extranet, Syrinx Mobile Android and IOS Apps, Syrinx Sales App, Syrinx Task Scheduler and Syrinx Document Scanning. Duties/Performance: Providing technical expertise in systems and general business knowledge to resolve customer queries Drafting SQL stored procedures and views for use with custom report/documents Treating all customers and colleagues with respect and demonstrating a commitment to our Equal Opportunities Policy Required Skills: SQL Server Database Administration and fluency in TSQL query language with the ability to query and then patch data, views, stored procedures in a SQL database Experience supporting apps on Android and Apple mobile devices Proficient in the use of Crystal Reports for creating custom report/documents Basic knowledge of accounting Systems including, but not limited to, Sage Line 50, Sage 200, QuickBooks, Salesforce, Pegasus Opera, Exchequer and Access Dimensions Ability to communicate complex software and operating system troubleshooting scenarios to 3rdparty Information Technology support providers for remediation. Troubleshooting experience in one or more of the DESIRED skills area Desired Skills: Microsoft Windows Server and Workstation operating system configuration and feature sets within a networked infrastructure Microsoft Remote Desktop Services Microsoft Windows printing troubleshooting and configuration Network hardware, protocols and features. (VPN, SSL, HTTP, HTTPS, TCP/IP, ROUTERS, SWITCHES) POP, SMTP, IMAP and email troubleshooting. (Exchange, Office365, Email Clients such as Outlook, 3rd Party email providers) Virtualization technologies General Knowledge of Microsoft Windows Information Server and/or Apache Web Server running on the Microsoft Windows platform General Knowledge on implementing various security features such as Certificates for SSL and Single-Sign-On Skills required for Internal IT support: Proficient in working in a change control managed environment Proficient in creating technical documentation for complex configurations and deployments Proficient with Microsoft PowerShell, Windows Batch and/or other suitable programming languages. Proficient with managing a Microsoft Windows Active Directory environment. Proficient with managing data via backup solutions for on and off premises. Proficient with Windows and Network security Proficient with Microsoft Windows Server and Workstation operating system configuration, installation, troubleshooting and feature sets within a networked infrastructure Proficient with Microsoft Remote Desktop Services troubleshooting, configuration and installation Proficient with Microsoft Windows printing troubleshooting and configuration Proficient with networking hardware, protocols, pin-hole management, features and troubleshooting tools. (VPN, SSL, HTTP, HTTPS, TCP/IP, ROUTERS, SWITCHES) Proficient with POP, SMTP, IMAP and email troubleshooting, setup and configuration. (Exchange, Office365. Email clients such as Outlook, 3rd Party email providers) Proficient with various Virtualization technologies such as Hyper-V, VMWare and off-premises solutions such as Microsoft Azure, Amazon Web Services or Google Cloud Computing General Knowledge of Microsoft Windows Information Server and/or Apache Web Server running on the Microsoft Windows platform General Knowledge on implementing various security features such as Certificates for SSL and Single-Sign-On Please Apply now with a copy of your CV.