At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work." Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Wholesale, Merchant and Retail industry sectors, addressing single- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouses. The Senior Technical Services Consultant is responsible for implementing new products and services, decommissioning retired systems, supporting core infrastructure in all of Kerridge CS’s Data Centres as well as on customer premises where applicable, ensuring that they continue to offer the best value and service levels to KCS clients. Also responsible for resolving incidents and service requests assigned from other teams, providing an escalation function to other teams within the business, ensuring maximum availability of service to our customers and working with account managers and sales teams in a pre-sales capacity. You will work in collaboration with peers across the Global organisation to adopt and implement the standards and processes necessary to deliver the best-in-class service our customers expect meeting or exceeding contracted SLAs and targets. Key Responsibilities: Work with account managers and sales teams in a pre-sales capacity to provide technical advice and validation for new projects. Deliver assigned projects on schedule and manage other consultants on large-scale projects as required Identify weaknesses/inefficiencies in process/procedures across all levels of the service model, and put forward suggestions for improvement (and automation where possible) to facilitate continuous service improvement within the wider team Create and maintain high quality documentation ensuring it is updated following reviews or changes. Take ownership of inbound infrastructure-related incidents and service requests and ensure they are resolved or assigned within published SLAs and against internal targets Liaise with internal and external customers and stakeholders, keeping them informed about progress on calls being attended to. Provide technical advice and guidance to other consultants within the team and other teams within the business. Be available outside of normal office hours (within reason) to assist and advice colleagues during P1 outages and emergencies Work with third parties and suppliers where necessary and travel to customer sites if required. Support Design Engineers with new product Introductions, ensuring documentation is made available for operational teams Build necessary replication and evidence in support of escalation to Design Engineering teams Skills, Knowledge and Experience: Have expert knowledge of modern IT infrastructure including networks, storage, servers, security, virtualisation and databases Have significant experience delivering complex infrastructure projects within tight deadlines for external customers Hold relevant, related qualifications and certifications Have the ability to work as part of a team, but also be able to work alone when necessary Have the ability to understand why excellent customer service, time keeping, and flexibility matters Possess good written and verbal communication skills, have attention to detail, and excellent time management skills Be able to manage individual and team workloads and prioritise tasks accordingly Company Info Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively. Equal Opportunities KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted. If this role is of interest to you please apply online. Health and Safety The Health and Safety at Work Act 1974 puts a legal obligation on KCS as an employer to ensure, so far as is reasonably practicable, the health, safety and welfare of its employees at work. Employees also have a duty to take reasonable care for their own health and safety and of others who could be affected by their actions. Understanding the safety policies and co-operating with the arrangements that are in place is therefore an essential part of your employment. To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes. LI-Hybrid