Experience

Idox plc

• United Kingdom
• Software Development
• 300 - 400 Employee

• 2nd Tier Technical Analyst

  • Aug 2010 - Present

  • A technical role involving the support of a property suite application (Acolaid) to a large number of users across the UK, whilst targeting a minimum 90% SLA in an ITIL environment. • Using extensive knowledge of the Acolaid product, MSSQL, ORACLE and various versions of the Windows operating software to troubleshoot various issues raised by users of the software. • This involves supporting any issues arising in the database as well as the software and numerous GIS systems (ArcGIS, Cadcorp, Mapxtreme and GGP). As well as interfaces to Document Management Systems and planning web sites. • Ensuring that the customer is aware of the progress of their incident during the lifecycle of the call as well as communicating with them effectively when troubleshooting issues. • Document issues and how they were resolved clearly and concisely, so a reoccurrence of the issue can be resolved by another user with no prior knowledge of the product. • Provide Acolaid related cross training to colleagues in other parts of company. • Carry out maintenance visits to numerous sites. This involves getting a list of required configuration and/or issues with the software from the customer and going onsite to implement this and to manage their expectations. Show less