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PMC is a specialist, independent, and highly regarded consultancy, delivering retail solutions to clients across the high street. They are a growing organization, team-focused, powered by the people and unequalled in support and testing services to clients. They have the opportunity for an enthusiastic Application Support Analyst to join their Support team in India. This is a L3 Application Support Analyst role with the aim being to gain all required skills following completion of training. You will work within a growing application support team, who provides an unrivalled 1st, 2nd, and 3rd line support proposition to their customers retail IT systems. The teams are highly skilled but continue to develop and enhance their skill sets in line with career aspiration. The successful candidate will be mentored and trained in Retail-J and other EPOS systems as required and will liaise directly with customers offering reassurance that their incident can be resolved, and then prove it!
Job Responsibility:
Provide primarily 3rd line support, 2nd line support, and some 1st line technical resolution on a broad range of complex client issues, working directly with clients to log, investigate, resolve & close support incidents
Ensure that the incident management system is kept up to date at all times and that clients are kept informed of work being carried out on their systems
Escalation of incidents through to Problem Management, ensuring that the incident management system and the customer are kept informed throughout
Rotational on-call support following completion of training
Creation of support documentation using PMC templates for internal use and customer use
Deliver incident resolution & support training to internal staff, suppliers, and customers as required
Requirements:
At least two years’ experience providing 2nd/3rd line application technical support in a busy team environment, ideally supporting external customers
Some experience working with database technologies with the ability to write SQL queries – understanding database terms such as a table, column, index etc.
Excellent communication skills and strong customer service ethos
Proven ability to learn new skills and pick up new technologies quickly
Analytical problem solving, with the ability to take ownership of complex technical issues through to conclusion
Any experience with Microsoft AX 2012 POS software is highly desirable
Nice to have:
Knowledge of UK retail IT systems, ideally Retail-J and/or Enactor, X Store, Microsoft AX 2012 POS
Understanding of the retail environment and ability to develop a good understanding of retail systems and processes, including supply chain and in-store and head/group office processes