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Technical Support Consultant

Technical Support Consultant. A Hoddesdon based business intelligence firm need a Technical Support Consultant / IT Support Engineer to provide support and consultancy services to their European customer base.

The Technical Support Consultant / Support Engineer will need some BI experience along with exposure to ERP systems and development projects.

The Technical Support Consultant / Support Engineer duties include:

• The role is office based in Hoddesdon; however, we are currently hybrid working between office and home during COVID. 
• Provide courteous and prompt customer service in response to customer support requests. 
• Assist customers with software installations and configurations on the various supported platforms, such as Windows and Linux. 
• A significant proportion of our work is recharged to our customers, so timesheets must be entered for all work and checked at the end of each day. 
• Document customer solutions, both for internal reference and for customer benefit. 
• Manage full life cycle Business Intelligence and reporting projects for customers, including design, planning, building, testing, documentation, and deployment. 
• Willing to work flexible hours during the induction period and ongoing training, to allow our US and AU regions to assist in the training program. 
• Prepare for and/or conduct training classes. 
• Prepare training materials and quick reference guides to help support customers. 
• Provide sales representatives with pre-sales support and perform technical demonstrations. 
• Attend trade organisation events with a view to promoting our products and services and supporting sales functions at these events. 
• Travel will be required, including limited international travel. 

The Technical Support Consultant / Support Engineer will need:

• Effective communication skills and the ability to interact professionally with a diverse group of clients and staff; ability to work productively in teams; friendly and approachable; dependable and self-starter - the ability to think for yourself, search for answers, and work independently, rather than wait for specific instruction. 
• Knowledge of current supported hardware and software platforms in one or more operating systems (Windows and Linux). 
• Troubleshooting proficiency with relational database connectivity issues, an understanding of Internet applications, especially web browsers and HTML. 
• Good knowledge of relational databases and data dictionary concepts, including tables, and indexes/keys. 
• Experience in developing reports using a Business Intelligence tool such as Cyberquery, Business Objects, Cognos, Crystal, QlikView, Power BI, etc. or reporting using a programming language. 
• Background in software development. 
• A relevant computer science degree.

The Technical Support Consultant / Support Engineer will need to be based in the Hoddesdon offices for the first month or so, but following this the role can be hybrid or remote.  

The Technical Support Consultant / Support Engineer salary is £50-55k + benefits

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