Senior Technical Support Consultant
K3. Experience Applied
K3 is a leading global supplier of integrated business systems to retailers, manufacturers and distributors. We have over 25 years’ experience of delivering award winning solutions for more than 3000 customers across 20 countries. Our success is built upon world class software, tailored by our industry expertise and delivered by our world class service.
The Retail People
This role is within K3’s fast paced Retail Division - the UK and Ireland’s leading supplier of Microsoft Dynamics – so we want leading professionals to join us. Our company delivers integrated multi-channel solutions that help retailers create a unique shopping experience. And, of course, we use only the best in new technologies. As a K3 team member you would work with leading retail clients such as Agent Provocateur, American Golf, Dobbies Garden Centres, Dreams, GameStop, Kiddicare, Ryman, Woodie’s DIY, The White Company, White Stuff, Links of London and DAA.K3 Retail Business Solutions are a Gold Level Microsoft Partner, Presidents Club member and an Inner Circle member; so we’ve earned a rewarding reputation that takes dedicated team members to maintain. We employ around 200+ staff in our retail division. We offer great pay and benefits as well as a creative and vibrant working ethos.
The main aspect of the role is to pro-actively contribute towards an effective and efficient technical team by identifying, analysing and implementing solutions within knowledge specific areas. The position plays an important role in the detection of, and provision of solutions to problems (code changes, work arounds & known errors) and prevention of their reoccurrence.
Excellent Customer Services skills are essential as the role involves liaising with clients on a daily basis.
This position is a key role in supporting the customer after delivery of the solution.
o Investigate problems with Microsoft D365 F&O/AX software on customer’s systems at a technical level.
o Investigate problems with K3 supplied software on customer’s systems at a technical level.
o Identify both functional and system (code level) problems
o Identify the root cause of the problem.
o Highlight possible solutions including changes to code and new code, and present these where required for review.
o Analyse bugs and identify necessary development and then complete the development, unit testing and data fixes to resolve them.
o Manage the release of the fixes to the customer as per K3 Methodology
o Liaise with customers at all levels from I.T. Assistant to IT Director for additional technical information which may be required to assist in the resolution of problems.
o Carry out customer site visits to investigate and resolve more complex issues where necessary.
o Attend, document and contribute to technical handovers of new customer systems and more detailed existing customer system changes.
o Act as a mentor to other team members
o Liaise with department administrator to ensure that customer contact is being made at agreed timescales. Monitor individual task dashboard to ensure that allocated work is carried out to deadlines.
o Always work to meet and exceed both departmental and individual KPI targets and service level agreements.
o Carry out ad-hoc project work within specialist area to fulfil company demands.
o Work to increase personal knowledge in role specific areas.
o Attend and contribute to relevant company staff meetings, including
§ Regular team meetings (to discuss key issues, etc.)
§ Monthly product development meetings (to feedback and contribute to the resolution of issues in the master system).
o Contribute any ideas, comments and suggestions for the future of the department and the company as a whole.
o Any other duties as required.
Skills and Experience
You will have a good educational background, ideally up to a degree level, or equivalent, in a related subject. Expect qualifications and/or equivalent knowledge in the D365 F&O/AX products: One or more of the following:
o Dynamics AX Retail
o Dynamics AX Financials
o Dynamics AX Trade & Logistics
o Dynamics AX Warehousing
You will have a solid and thorough understanding of the technical components of the D365/F&O/AX environment.
Candidates should have previous D365 F&O/AX development experience.
Knowledge of Microsoft products such as SQL and skills in technologies such as web services