Technical Support Consultant Sapphire Systems - Manchester

Techncal Support Consultant

Customer focused, experienced technical support consultant required to work fulltime from Sapphire Systems Mnachester office.

Reporting to the Technical Support Team Leader on a day to day basis, this role requires the person to work within an already established global team of 9 Accredited Technical Consultants.  The technical team provides 24 hour x 5 days per week technical hotline & direct dial-in support to Sapphire’s SAP Business One and Infor SunSystems customer base.

The role is very much hands-on and the successful candidate will not only be expected to take and resolve technical support calls in a timely manner but also to provide proactive support documentation and services to the growing customer base. He or she will therefore be required to have expertise in at least three or more of the following areas:-

1.   Microsoft operating systems and SQL Server database administrator level

2.   Demonstrable experience with hosting and virtualisation technologies

3.   Microsoft Terminal Server/Citrix technologies

4.   Infor SunSystems technical landscape and architecture*

5.   SAP Business One technical landscape and architecture (Including SAP HANA)*

*we understand that you may not have had exposure to Infor SunSystems or SAP Business One

Desired Skills and Experience

Duties to include:-

Customer Support related

  Working with colleagues to handle and prioritise technical support calls

• Taking ownership/responsibility for the end to end management and closure of client  technical support queries
• Coordinating with Sapphire application support team to agree call ownership and to ensure no gaps exist in support provision for Sapphire customers
• Delivering high quality technical support and advice to Sapphire customers as part of the Sapphire technical support team
• Contacting and escalating serious issues/bugs with Infor and SAP and other 3rd part suppliers and instances when Sapphire do not have the knowledge
• Working with US, AUS, IN and UK colleagues to ensure a 24 hour x 5 workings days per week technical support service is maintained for Sapphire clients. 
  
  
  
  
  Sapphire Sales/Internal Colleagues

• Ensure the team provide timely assistance for the Sapphire Account Managers, Projects and Project Managers around queries of work, modules and no of days required to complete a job.

• Working with internal Support (Technical / Application) team maintaining professional standards to investigate any issue which may be technical in nature

• Deploying Windows / SQL and utilizing SQL, Citrix, VMware, and Hyper-V for internal application support /sales /training teams
  NB you must live within easy commuting distance of our offices in Manchester.  Please DO NOT apply if you have any type of sponsorship or work visa requirement. 
  Please respond with a CV