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Technical Support Engineer

General Information

Ref #:

20220030510

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

Australia - Australia - Remote, Brisbane - Queensland - Australia, Eastwood - New South Wales - Australia, Kew/Melbourne - Victoria - Australia, Macquarie Park - New South Wales - Australia, Sydney - New South Wales - Australia

Description & Qualifications

Description

The Technical Support Engineer’s primary role is to delivery high quality, world class technical support on UKG Suite of products to a variety of end users. As a member of our Workforce Dimensions Rapid Response team, you will provide support to our SaaS customers by accepting, troubleshooting, and resolving cases for issues related but not limited to the Workforce Dimensions application, as well as the infrastructure that delivers it.


Your Responsibilities

• Develop in-depth product knowledge on UKG Workforce Dimensions and learn how to recognise and effectively troubleshoot the different focus areas of the Application
• Research application questions by setting up scenarios and testing within the application
• Troubleshoot, analyze, and solve complex customer issues utilising documentation, knowledge base, bug tracking system and senior team members expertise
• Replication customer scenarios for configuration/environmental solutions and/or readying the issue for Engineering review
• Analyze customer configurations and think ‘outside the box’ to resolve and/or find an appropriate alternate solution
• Fully document all activities, interactions, and next steps throughout the lifecycle of a case per departmental guidelines
• Provide technical expertise to conduct specific performance or functional tests associated with resolving issues regarding UKG applications
• Provide standby, public holidays cover and after hour service as needed to meet business requirements.

Qualifications

• Bachelor’s degree or equivalent application support experience
• Ability to deliver superior customer service
• Understanding of operating systems, networking technologies/protocols, and software applications
• Familiarity with Oracle or SQL relational database management systems and SQL scripting
• Excellent analytical and organisational skills
• Excellent oral communication and written grammar skills
• Microsoft/Oracle certification is a plus

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

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