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Transcend the day-to-day work experience. Work inspired.

Technical Support Engineer/Spec II

Location:

Noida - None - India

Function:

Customer Service/Support

Ref #:

201701084
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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! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, 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.

 

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

 

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

 

Kronos is an Equal Opportunity Employer.

Description

• Provide technical support for Kronos application through various means – e-case management systems, customer calls and discussion forums with both internal and external stakeholders.
• Understand the business needs of customer as well as Kronos and demonstrate the same in approach towards problem solving.
• Should be able to understand the needs of the team and balance the same with the business needs of the organization.
• Provide support to customer/users where the product is highly technical or sophisticated in nature.
• Co-ordinate with teams across different geographies to ensure proper transition and communication about the daily tasks and customer issues.
• The engineer is expected to deliver high quality, comprehensive Level II technical support on the Kronos Workforce Central Suite of products and technology platform within the Cloud Services Hosting environment.
• Team members are expected to engage in complex application and infrastructure troubleshooting via case work and direct communication with the Cloud Services customer base.
• Candidates for this position will respond, troubleshoot and assist in the resolution of database, application and infrastructure problems encountered in hosted environments.
• Should support customers within high availability model of Kronos hosting center with focus of different components as mentioned previously.
• Should be able to demonstrate good judgement in troubleshooting and should always aim for permanent resolutions to customer issues.
• Should serve as internal escalation point for infrastructure and technology issues related to the Kronos application and Cloud Services environment.
• Should be able to configure and understand the application from solutioning perspective with regards to application settings and configuration parameters.
• Provide technical support to customers - internal & external, for Kronos application and related infrastructure technologies that vary in complexity and depth of application knowhow.

Qualifications

• Should possess 2-3 years of Kronos support experience or 4-5 years of overall experience, within support or any technical field within the ERP space and ideally with exposure to cloud technologies.
• Should have B.E/B.Tech or equivalent degree.
• Should understand the applications space and their interaction with each other. The knowledge of independent modules and their interfacing with application is a must.
• Should possess prior experience in supporting technologies that form the architecture of the product supported and independently configure/troubleshoot the components – database administration with regards to application, application server platform, web server platform, network communication etc.
• Experience with IIS, Jboss, SQL, Queries etc.

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.