Senior Application Support Technician - Traka (UK)

ASSA ABLOY

 

 

'Be part of an innovative forward-thinking company'

 

Your Opportunity:

 

You will be tasked with the opportunity to offer Traka 2nd line software and hardware support and to assist with the provision of 3rd line support to our UK customers, using verbal and written communication methods. To problem solve down to SQL and Log file level. To be the primary technical interface between Technical Support and other departments within the business.

 

It will be your mission to

 

  • To provide prompt 2nd line telephone and dial in support dealing with our UK customers and down to SQL and Log file Level.
  • Investigating and resolving complex issues and queries escalated internally from our Technicians and externally from our partners and customers, related to hardware and software (.NET). You will also be involved with resolving issues where customers have an integration between the Traka system and Active Directory and Access Control systems. To 2nd line (and sometimes 3rd line).
  • Sharing knowledge via population of the knowledgebase and assisting Technicians in understanding application or hardware behaviour where required to ensure cases are resolved in a timely and effective manner.
  • Working closely and communicating effectively with other departments within the business that have an interest in customer issues.
  • Working with R&D in collaboration to resolve issues and to feed in improvements to ensure our products can be effectively supported.
  • Working with the Team Leader to ensure the necessary development and training of Technicians and developing robust external relationships.
  • Ticket Management required for self and the team, supporting with more complex cases and spotting fault trends with our equipment.
  • Proactively learning and taking on knowledge of new Traka product features and retaining that knowledge.
  • Setting up test systems to mimic customer faults.
  • Support of 1st Line faults in busy periods and holiday.
  • Any other duties required to assist in supporting the achievement of the Company objectives.

 

 

Who You Are:

 

You will be self-motivated, with an excellent attention to detail and the ability prioritise workloads and tasks. You will also have an understanding and genuine interest in good customer, along with flexibility and adaptability in tackling new tasks.

You will be confident and have the ability to work on an individual basis and as part of a team with excellent verbal and written communication skills. You will be a team player with a positive 'can do' attitude.

 

Functional Competencies:

 

  • Strong problem-solving experience.
  • Strong understanding of MSSQL, ability to write T-SQL queries.
  • Practical experience with IIS, Web Services and knowledge of Windows Server.
  • Practical experience with networks as a means to assist with hardware and software deployment and communication issues.

 

Essential skills:

 

  • Experience with supporting bespoke software solutions.
  • Experience with supporting general IT or bespoke networked hardware solutions.
  • Experience in training and sharing knowledge, documentation and process flows.
  • Experience in resolving faults directly with highly technical and non-technical users.

 

Desirable skills:

 

  • Ideally qualified to degree level or equivalent
  • Embedded platform experience e.g., Windows CE.
  • Access Control experience e.g., Lenel OnGuard, Software House CCURE etc.
  • Electronics knowledge.
  • Mechanical Knowledge.
  • Virtualisation platforms.

 

 

We are looking for bright, motivated, and passionate people to join our team!

 

Benefits:

 

  • 25 days holiday + bank holidays
  • Ex-gratia day for Christmas Eve
  • Access to an online benefits portal
  • ASSA ABLOY Family Brand discount (Yale)
  • 2 x Annual salary life cover
  • Company Pension scheme standard 5%
  • Bi-annual discretionary bonus
  • Access to Employee Care scheme

 

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 50,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.


Olney
England, United Kingdom

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