Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single- or multi-branch operations, as well as catering for organisations with point-of-sale showrooms and warehouse
The Commercial Software Support Department assists customers with queries and problems relating to the KCS application software post implementation. The Department also provides customers with a wide variety of other services including the installation of new software and customer training
Work with the team to provide support around Oracle Databases and their interaction with the Operating System and K8 product
Accurately resolve problems using analytical and technical skills following the support department procedures
Project a professional image at all times and build up and develop good relationships with both customers and other internal departments
What youll be doing...
Daily checks of Oracle based systems and resolution of any issuesOracle Database System Installs and configurationInstallation of K8 systems including K8, the Database and Operating SystemManage, prioritise and progress their adopted calls, in particular: Effectively and promptly resolving calls, ensuring old calls are kept to a minimum, accurately investigating, identifying and rectifying both the causes and the symptoms of problems, providing work arounds to minimise the impact of problems when this is appropriate, implementing solutions to the customers best advantage and ensuring the call resolutions meet the working and business practices of the customer, escalating calls and seeking advice when appropriateEfficiently resolve issues relating to the Oracle database and the underlying operating systemCopy Live Databases to Test systemsIdentify and develop scripts relating to Oracle and the operating systePatch and Upgrade Oracle databasesProvide an efficient high quality Support service in accordance with the Service Level AgreementWork with KCS Oracle Partners to communicate and resolve issuesDevelop the Tools and Capability to provide a proactive monitoring Managed service to our customersFollow and apply the standard Software Support Procedures and PracticesImprove relationships with customers, and when necessary act as a key contactEffectively handle complaints and call escalation requests from customers
What we need from you...
AS, A level or HND in Computer Science, similar or higher qualificationExperience of working with Linux/Unix based operating systemsExperience in a customer-focused role in a service oriented environmentAbility to maintain a professional standard of communication at all levelsAbility to organise and manage own workload efficientlyAbility to investigate unfamiliar problems and generate effective solutions in a systematic and logical manner
Proven experience of managing an Oracle Database, including database design, installation and troubleshootingOracle Certified Professional Database Administration status in 11g or 12cLinux CertificationA good knowledge or experience of a structured programming language