Careers

PS Post Sales Lead Technical Consultant

The Lead Technical Consultant role is an exciting opportunity to join a fast paced and dynamic Professional Service environment, with a focus on customer service and exceeding customer expectations.

This role will incorporate both visiting customer’s sites and remote working from an Apogee office (or home) as required.

Responsibilities

  • Installation and deployment of Apogee Software solutions for strategic and enterprise customers onto a variety of customer infrastructures, including Microsoft AZURE and diverse cloud solutions.
  • Controlling and supporting escalations from customers and field consultants.
  • Attending high profile customer meetings (as and when required) and ensuring expectations are set and met.
  • Developing and creating best practices to ensure delivery services with efficiency and customer satisfaction.
  • Managing vendor technical relationships and following processes and procedure to ensure there is no delay in support or software development.
  • Help develop the Technical Consultants and engineers in their roles through coaching, training, support and guidance.
  • Using remote access software to assist our customers in resolving complex solution/server related issues.
  • Problem diagnosis and fault resolution on complex calls and escalations from solution installation team.
  • Timely communication with customers and internal staff (account managers, service and sales) keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Taking ownership of escalated calls and controlling through to resolution

Person Specification

  • Advanced network/server/cloud and active directory knowledge and experience
  • Knowledge of Print management solutions including Equitrac, Safecom, Papercut and Uniflow
  • Ability to explain technical problems in plain English
  • Ability to work in a team and communicate effectively
  • Good time management and excellent organisation skills
  • Ability to work under pressure to specific SLA’s, to prioritise and multitask
  • Methodical with an aptitude for attention to detail
  • Excellent communication skills, both written and verbal
  • Excellent telephone manner, must be professional at all times
  • Adaptable and flexible to changing demands

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