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Pncpl Help Desk Engineer
1-3 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Pncpl Help Desk Engineer
Replicon
posted 5mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
As a Principal Help Desk Engineer in Maconomy Engineering, you will become a key member of our Engineering Help Desk team with the primary purpose of ensuring we find successful resolutions to customer issues that makes their way to the team.
Deltek Maconomy is a project-based enterprise resource planning (ERP) solution which is purpose-built specifically for the distinct needs of professional services firms.
Were looking for a proactive and logical Application Helpdesk Engineer to join our team based out of India. As a Principal Help Desk Engineer you will have a deep knowledge and understanding of the use of ERP software and use your technical experience & skills to troubleshoot our Maconomy solution. You will work closely with the Application Developers to gain specialized knowledge of the workings of the software, in order to independently resolve complex cases that are unable to be resolved by the Support Services team. As part of the role you will be working closely with the Support Services, Product Managers, Cloud Solutions and Engineering teams to ensure that the best and most timely solution to the cases are provided to our Customers.
Key Responsibilities
To be successful in this role, you will be expected to perform the following functions:
Deltek Maconomy is a project-based enterprise resource planning (ERP) solution which is purpose-built specifically for the distinct needs of professional services firms.
Were looking for a proactive and logical Application Helpdesk Engineer to join our team based out of India. As a Principal Help Desk Engineer you will have a deep knowledge and understanding of the use of ERP software and use your technical experience & skills to troubleshoot our Maconomy solution. You will work closely with the Application Developers to gain specialized knowledge of the workings of the software, in order to independently resolve complex cases that are unable to be resolved by the Support Services team. As part of the role you will be working closely with the Support Services, Product Managers, Cloud Solutions and Engineering teams to ensure that the best and most timely solution to the cases are provided to our Customers.
Key Responsibilities
To be successful in this role, you will be expected to perform the following functions:
- Growing the relationship between Support Services, Cloud Solutions, Engineering and other key department areas
- Leading by example by adhering to the correct processes and procedures and ensuring that the knowledge you have is recorded and passed onto the team in an effective manner
- Deep investigations into the most complex cases and develop/come up with a workaround to assist clients who are not able to use the application features
- Focus on the high priority cases for clients to ensure strong and timely resolutions for key issues
- Work closely with the developers to trace down the root cause of defects and work to ensure long term solutions are developed
- Produce and maintain database fix scripts for issues affecting multiple clients
- Use TFS for defect management, RNT for customer issue management and Microsoft Teams for cross business collaboration
- Escalate issues requiring development assistance to the Development team
- Create defects using TFS and link information to Support Services cases
- Support communication between Developers and Support Services, following up on requests for further information about specific escalated cases or defects
- Review cases submitted to Help Desk by Support Services to determine if existing defects exist and create new defects if they do not exist
- Generate ad hoc reports regarding cases assigned to the Help Desk team, those with development, those being worked on, etc.
- Track the status of bug fix defects and follow up with Engineering as necessary
Employment Type: Full Time, Permanent
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based on 140 employees
Flexible timing
Monday to Friday
No travel
Night Shift
Replicon Benefits
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Work From Home Health Insurance Job Training 
Cafeteria Stock Options or Equity
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