Senior Help Desk Engineer
Deltek, Inc.
Philippines, Makati City
3d ago

As a Senior Help Desk Engineer in Maconomy Engineering, you will become a valued member of our Engineering Help Desk team with the primary purpose of ensuring we find successful resolutions to customer issues that makes their way to the team.

Deltek Maconomy is a project-based enterprise resource planning (ERP) solution which is purpose-built specifically for the distinct needs of professional services firms.

We're looking for a proactive and logical Technical Helpdesk Engineer to join our team based out of Makati. As a Senior Help Desk Engineer you will use your technical experience & skills to troubleshoot our Maconomy solution in close cooperation with the Application Developers, in order to resolve complex cases that are unable to be resolved by the Customer Care team.

As part of the role you will be working closely with the Customer Care, Product Managers and Engineering teams to ensure that the best and most timely solution to the cases are provided to our Customers.

Key Responsibilities

To be successful in this role, you will be expected to perform the following functions :

  • Liaise regularly between CC and Engineering
  • Test software issues / defects to make sure they are valid defects
  • Investigate and develop / come up with a workaround to assist clients who are not able to use the application feature
  • Test application from the point of installation, deployment and usability
  • Assist developers to trace down the root cause of defects
  • Analyze database issues and provide fix scripts using appropriate DB management tools
  • Use TFS for defect management, RNT for customer issue management and Microsoft Teams for cross business collaboration
  • Escalate issues requiring development assistance to the Development team
  • Create defects using TFS and link information to CC cases
  • Support communication between Dev and CC, following up on requests for further information from either Dev or CC about specific escalated cases or defects
  • Review cases submitted to Help Desk by CC to determine if existing defects exist and create new defects if they do not exist
  • Generate ad hoc reports regarding cases assigned to the Help Desk team, those with development, those being worked on, etc.
  • Attend the Bug Fix Review meeting (IRB meeting) to provide additional information when required
  • Track the status of bug fix defects and follow up with Engineering as necessary
  • Qualifications

    We are looking for people who have the following experience :

  • 4+ years of experience of working in a technical software support role
  • Demonstrable experience and qualifications using a variety of software development languages
  • Excellent knowledge and skills with relational database management (RDBMS) systems preferably including SQL Server and Oracle
  • A background of working with ERP Software and a detailed understanding of the purpose and uses of this type of system
  • Strong analytical skills
  • Customer service oriented
  • The ability to adapt quickly to new technical environments
  • The ability to work under tight deadlines and work effectively in an environment with multiple competing priorities
  • Strong communication skills including the ability to write clearly and concisely and to present information in a way which facilitates interpretation
  • Excellent proficiency in written and spoken English
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