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

Technical Support Engineer/Spec II

Location:

C.V. Raman Nagar Bangalore - None - India

Function:

Professional Services and Consulting

Ref #:

2017-14467
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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.

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.  He or she is expected to utilize outstanding customer service skills and techniques that promote customer satisfaction and retention.
 
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. 
 

Qualifications

- BE/B Tech. in Computer Science or related discipline or equivalent experience and a minimum of 5 years of Kronos/ ERP work experience. Overall around 7 and more years of work experience
Technical Skills:
 
- 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 a plus. 
Communication and Interpersonal Skills:
- Ability to document complex technical cases and communicate requirements both verbally and in writing.
- Experience and demonstrated ability in conflict resolution and customer service techniques.
- Participate in technical collaboration meetings.
- Effectively communicate highly technical concepts to a wide audience.
- Manage customer interactions in a professional and courteous manner.
Analytic and Problem-Solving Skills:
- Ability to prioritize time and resources, and determine specific needs to resolve problems at hand.
- Ability to manage multiple tasks independently and successfully with little or no direct supervision.
- Seek out opportunities to enhance skills on technical and application troubleshooting techniques.
- Maintain a thorough understanding of the Workforce architecture to enable focused troubleshooting and root cause analysis.

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.