Summary of the Job

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!

Key Responsibilities

-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.



Skills & Experience

-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

Desirable :

-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.

-Experience of Java/Web server technologies

-Other required attributes

-Good Communication Skills

-For this person to be successful in this role, PMC will expect a high communication level with our customer, internal departments and direct reports.

-Honesty

-Our business works based on honesty, even if we are delivering bad news, which makes bad news more palatable is the delivery of a thought-through action plan.

- Work Ethic

-This role will be demanding for the successful person; we strive to maintain and deliver excellence, at all times. Particularly during a critical time, whether that be having a project or during peak trading times.

-Self-Motivation

-Self-motivation is essential, and you will need the energy to deliver excellence through microanalysis, innovation, influencing change and driving its implementation.

- Professionalism

- However challenging a task or a situation becomes you must be relaxed, calm and collected, managing any problem that you may face with a high level of professionalism.

- Positive Attitude

-The role will require interaction with the customer at senior levels plus PMC employees at all levels; a positive attitude must be adopted to promote PMC wherever the opportunity presents itself. Negativity doesn t have a place in PMC.

-Dependability

-We need someone both our customer, and we can depend upon, i.e. will be there during a high-profile escalationIf we have to burn the midnight oil to complete a project, will you be the one willing to go that extra mile

-Teamwork

-Finally, yet importantly, PMC wants to know you are one of the team, will you fit both PMC s and, importantly, the customer s culture.

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