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Technical Support Engineer

Location:

Bracknell - Bracknell Forest - United Kingdom

Function:

Customer Service/Support

Ref #:

20200012055
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Description

Due to growth in our team, we are seeking a Technical Support Engineer

Our Engineers delivers a comprehensive, high-quality support to end users on Kronos Workforce Timekeeper, Dimensions and HCM products utilising outstanding customer service skills and techniques that promote customer satisfaction. Working on various levels of complexity issues from usability to infrastructure and network diagnostics, this position benefits from experience of working in a SaaS or cloud hosted environment as well as working closely with third line or engineering support.

Responsibilities:
• Develop and maintain an in-depth product knowledge on Kronos Workforce Central and Workforce Dimensions related products and modules
• Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities
• Resolve escalated issues from Tier 1 Support and the ability to research problems independently and identify root cause of issues using problem solving skills
• Timely, accurate, and complete responses to inquiries and full documentation of issues in Salesforce ticket system. Consistently and effectively communicating with management to make sure issues are escalated and resolved
• Effectively communicate product issues to the customer & Kronos engineering enabling timely solution while maintaining customer satisfaction. Document complex customer issues through Knowledge Base
• Replicating customer scenarios for configuration /environmental solutions and /or readying the issue for engineering review
• Analyzing customer configurations and thinking out of the box to resolve and/or find a work around or alternative solution
• Log product deficiencies in JIRA and work with engineering to pursue acceptable resolutions
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding Kronos applications
• Work directly with the Kronos Cloud teams on infrastructure and performance related issues
• Ability to provide extended hours coverage till 8pm from time to time

Qualifications

The role will require the Technical Support Engineer to assist customer with the use and usability of our application. They will need to troubleshoot and resolve issues while providing exceptional service.

• Experience in a Support, Consultancy or similar service role within Time & Attendance, Payroll and/or Human Resources solutions
• Working knowledge of PC's, operating systems, web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms
• Excellent analytical and problem-solving skills.
• Exceptional organizational, time-management and planning skills with a strong attention to detail needed
• Excellent written, oral communication, listening and telephone skills
• Bachelor’s degree or equivalent in Computer Science or related field with 3 plus years experience in enterprise software\application support
• Knowledge of SQL scripting and database experience with MS SQL and Oracle platforms
• Experience with any of the following technologies is a plus but not required; Dynatrace, BIRT report development, Splunk log management, WireShark, Fiddler

#LI-PRIORITY

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 an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email KronosCareers@kronos.com or please call 1 (978) 250 9800.