Principal Help Desk Engineer (Remote)

Position: Principal Help Desk Engineer (Application Support only)

Location: India (Remote)

Company Summary:

Deltek is the recognized global standard for project-based businesses, delivering software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing, and making a difference. We take immense pride in creating a balanced, values-driven environment where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally.

Thanks to our incredible team, Deltek has been named one of America’s Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post, and a Best Place to Work in Asia by World HRD Congress.

Website: www.deltek.com

Position Responsibilities:

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 make their way to the team.

Deltek Maconomy is a project-based enterprise resource planning (ERP) solution specifically built for the distinct needs of professional services firms. We’re 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 ERP software and use your technical experience and skills to troubleshoot our Maconomy solution. You will work closely with the Application Developers to gain specialized knowledge of the software, in order to independently resolve complex cases that cannot be resolved by the Support Services team.

As part of the role, you will work closely with the Support Services, Product Managers, Cloud Solutions, and Engineering teams to ensure that the best and most timely solutions are provided to our customers.

Key Responsibilities:

• Grow the relationship between Support Services, Cloud Solutions, Engineering, and other key departments.
• Lead by example by adhering to the correct processes and procedures and ensuring that your knowledge is recorded and passed on to the team effectively.
• Conduct deep investigations into the most complex cases and develop workarounds to assist clients who are unable to use application features.
• Focus on high-priority cases for clients to ensure strong and timely resolutions for key issues.
• Work closely with developers to trace the root cause of defects and 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.
• 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.

Qualifications:

Experience:

• Minimum Bachelor’s Degree is required.
• 8+ years working as an Application Support Engineer.
• 3+ years of software programming experience using a variety of coding languages.
• Experience in coaching and guiding others in the team.
• Excellent knowledge and skills with relational database management (RDBMS) systems including Oracle and SQL Server.
• Experience with ERP software and a thorough knowledge of its purpose and uses.
• Understanding of the types of challenges that customers may face with ERP software and the effects this will have on them.

Skills:

• Strong analytical skills.
• Customer service oriented.
• Experience with developing reports using SQL.
• Ability to adapt quickly to new technical environments.
• Ability to work under tight deadlines and effectively in an environment with multiple competing priorities.
• Strong communication skills, including the ability to write clearly and concisely and present information in a way that facilitates interpretation.
• Excellent proficiency in written and spoken English.