Support Job Brief

The successful candidate will report to the support director and work closely with the development, support, and implementation teams.

In order to support the product and surrounding infrastructure effectively some simple consultancy projects will be included in the role.  This will be the implementation side of the role.

Communication skills are key as an ability to deal with clients and Cindercone staff at all levels and with varying levels of technical ability is required.

• Support the clients Magma installation and its surrounding technologies:
  • Logging new calls
  • Liaising with 2nd line support teamXSLT for data mapping
  • TCP/IP based protocols for exchanging data such as HTTP(S), FTP, SFTP, SMTP, AS2, REST, and SOAP
  • SQL queries
  • Windows scripting and scheduling tools
• Collaborate with the following small teams:
  • Support – acting as first line for the Cindercone client base
  • Development – assisting with the reproduction of issues and the testing of fixes
  • Consultancy – being part of a project team; installation, testing and go live

Mandatory

• Experience of supporting business critical back office software in a customer facing environment

• Good understanding of end to end support processes

• Excellent interpersonal skills

Desirable

• Experience supporting ERP solutions or exposure to them in a user environment. Specifically, we are interested in the supply chain aspects

• Experience of EDI standards and systems

• Basic understanding of SOAP and REST web services

• Understanding and experience of XML and the XSLT language along with XPATH

• Experience of basic SQL Server queries