Principal Duty
This Operational Flow Support Technician will be the key customer contact for technical support queries regarding the overall TGW automated logistics solution and the Warehouse Control System (WCS). The Operational Flow Support Technician will ensure all requests are logged within the ticket system and lead the resolution of incidents or support requests whilst liaising with the TGW Hotline and WCS Development team.
This position is based in Kansas City, KS.
Tasks and Responsibilities
- To provide professional first line software support for WCS systems. This includes capture of information (log files, database backups) for use for further investigation.
- To monitor trends and action plans to prevent issue escalation. Both with the WCS system and system hardware and infrastructure.
- To provide effective communication to senior management and support colleagues.
- To follow through and own issues raised by yourself, if not resolved.
- To escalate problems to the next support level where required and continue to manage the problem until resolved.
- To drive continuous improvement and work on ongoing technical issues to reduce the volume of calls.
- To maintain site specific documentation.
- To review and identify common issues raised from reports that need remedial action, either through WCS teams or additional site training. i.e. continuous improvement.
- To undertake testing of WCS releases and/or change requests in support of the WCS team when required
- To facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.
- System (infrastructure) and database monitoring
- WCS release testing
- Training delivery to LTS Engineers
- Investigation and analysis of data and flows to identify potential areas for improvement throughout the project
Requirements Profile
- Associate degree plus Software experience, or Bachelor degree in a computer related discipline or equvilent experience
- Associate degree plus Electrical/Controls experience, or Bachelor degree in an electrical related discipline or equvilent experience
- The ability to work on one’s own initiative and without supervision
- Application Support Experience or experience with supporting and monitoring IT systems
- Experience of database support or performance monitoring
- Experience dealing directly with customers / end users
- Experience with log file investigation and/or software debugging
- Materials handling / automation experience
- Experience in writing technical documents
- Understanding of the software development lifecycle
- Experience with ITIL service management methodology
- Experience with C# development or other object-oriented programming languages
- Experience with SQL Databases (Oracle, MySQL)
Requirements Profile
- Ability to lift 50 lbs
- Ability to climb a vertical ladder
- Ability to stand and walk for long periods of time
- Ability to crawl, kneel and sit on the floor at times.
