Principal Help Desk Engineer
Deltek, Inc.
Philippines, Makati City
4d ago

As a Principal Help Desk Engineer in Maconomy Engineering, you will become a key 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 Principal Help Desk Engineer you will have a deep knowledge and understanding of the use of ERP software and use your technical experience & skills to troubleshoot our Maconomy solution.

You will work closely with the Application Developers to gain specialized knowledge of the workings of the software, in order to independently 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 :

  • Growing the relationship between CC, Engineering and other key department areas
  • Leading by example by adhering to the correct processes and procedures and ensuring that the knowledge you have is recorded and passed onto the team in an effective manner
  • Deep investigations into the most complex cases and develop / come up with a workaround to assist clients who are not able to use the application feature
  • Focus on the high priority cases for clients to ensure strong and timely resolutions for key issues
  • Work closely with the developers to trace down the root cause of defects and work to ensure long term solutions are developed
  • Produce and maintain database fix scripts for issues affecting multiple clients
  • 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 :

  • Minimum Bachelor's Degree level in Software Development
  • 5+ years working as a Technical Support Analyst
  • 3+ years of Software Development using in a variety of coding languages
  • Experiencing in coaching and guiding others in team
  • Excellent knowledge and skills with relational database management (RDBMS) systems including SQL Server and Oracle
  • Have worked with ERP Software and have a thorough knowledge of the purpose and uses of this type of system
  • An understanding of the types of challenges that our customers may face with using ERP software and the effects this will have on them
  • Strong analytical skills
  • Customer service oriented
  • Experience with developing reports using SQL
  • Server Reporting Services or other reporting tool
  • 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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