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Senior Level Technical Support Engineer/Analyst

Location:

Lake Mary - Florida - USA, Lowell - Massachusetts - USA, Remote - None - None

Function:

Customer Service/Support

Ref #:

2019000553
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Description

The Technical Support Engineer is expected to deliver high quality, comprehensive technical support on Kronos Workforce Central Suite of products to a variety of end users. Cloud Infrastructure and Technology team members are expected to engage in complex application and technical challenges via case work, one-on-one mentoring sessions, and direct customer interaction. As a member of the Cloud Infrastructure and Technology team he or she is expected to have expertise in at least one of the following areas: advanced application knowledge, DBA skills or advanced technology/infrastructure knowledge including knowledge of JBOSS, Microsoft Reporting Services, SSO, and security and authentication methodologies.

Other responsibilities will include the following customer/site related tasks:
•Provide expertise as the internal escalation point for support for infrastructure and technology issues related to the deployment of the Kronos application in the hosted Kronos Private Cloud.
•Troubleshoot, analyze and solve complex customer issues.
•Understand and configure software interfacing products.
•Effectively communicate product issues to the customer & Kronos engineering enabling timely solution while maintaining customer satisfaction.
•Maintain the highest possible level of expertise in database products and other technologies associated with the Kronos environment.
•Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding Kronos applications.
•Create and conduct training and/or knowledge sharing sessions to enhance team performance.
•Provide mentorship and assistance with issue resolution to fellow team members when needed.
•Take ownership of and effectively troubleshoot and manage high-visibility, escalated customer issues.
•Integrate the KCS methodology into the diagnostic, resolution and documentation phases of casework. Responsibilities include accurate use and linkage of existing articles in case resolution, editing existing content when appropriate, and creating new content as necessary.
•Late Shift and On Call availability if needed

Qualifications

• At least 5 years' worth of experience in a technical support role
•Advanced working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms.
•Experience supporting or using Kronos products, in Windows and /or UNIX environments.
•Database experience with MS SQL and Oracle platforms, and the ability to configure database servers to support Kronos installations, including creating required table spaces, security, and performance tuning parameters.
•Previous SQL scripting, system administration, and network administration experience
•Ability to document complex technical cases and communicate requirements both verbally and in writing.
•Ability to prioritize time and resources, and determine specific needs to resolve problems at hand.

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.