Information Systems Consultant

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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