Job Number - 55882
Salary - £negotiable
Location - Northern Ireland, Lurgan (just outside Belfast)
Title - Lead Deployment Engineer
My client, a globally recognised organisation within the document management solutions industry is seeking an Onsite Escalation Manager to be based in Northern Ireland, Lurgan based outside of Belfast.
Roles & Responsibilities;
*Primary escalation point for technical issues
*Manage the incident management process and Escalate technical problems to the appropriate level of support
*Creation, Management and Execution of Changes. Understand the changing nature of the customer workplace and identify opportunities for improvement and Testing of changes (firmware, drivers, hot fixes)
*Test Hardware Firmware and create configuration bundles
*Documentation of changes (incl. Disaster Recovery test)
*Printer Configuration Management
*Creation of Knowledge Base articles
*Demonstrate broad awareness of the Customer's technical architecture and emerging technologies, with enough knowledge to determine what is and what is not possible.
*Implement recommended solutions and follow up on any outstanding issues.
*Take ownership of technical issues and contribute to the overall KPIs and SLA's.
*Understand the changing nature of the customer workplace and identify opportunities for improvement
*Stay abreast of product roadmaps, as well as understanding the scenarios, features and functions within each product/solution and how these are applied to address business and technical problems.
*Demonstrate the ability to gain high levels of customer insight, by analyzing their environment, resources, systems and processes.
*Accountable for the implementation of Solutions to the point where the agreed workflow (hardware & software) are in full production. Hands-on attitude is required.
*Provide value added consulting services in areas of software, workflow and/or hardware systems to customers as required and within company guidelines.
*Maintain customer satisfaction by taking responsibility for problem management until a reasonable conclusion is reached.
Skills & Experience required;
*Experience with managing multiple complex projects; preferably with multi-disciplined teams
*Significant experience interacting with and presenting to industry leading customers, customer centric individual
*Experience with application deployment through the use of remote technologies
*Strong technical background with a minimum of five (5) years Systems experience
*Print Management solutions
*Knowledge of the following areas is essential
*Knowledge of industry standard cost recovery systems and document management systems
*Knowledge of Microsoft Applications, Web Applications and Print Driver architecture
*Knowledge of networks, routers, switches, servers and common operating systems
*Experience with Remedy or ServiceNow
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