The Technical Consultant will provide specialist technical support, configuration, and troubleshooting for cloud-hosted library management solutions. They will also manage project work, collaborate with internal teams, and ensure high-quality service delivery for customers.
Technical Consultant
Department: Development
Employment Type: Permanent - Full Time
Location: Remote, UK
Description
ParentPay Group creates software that helps education institutions give every student the best possible opportunity to succeed. We support more than 20,000 schools, colleges, universities and public libraries across 46 countries, providing trusted technology and insight that help organisations respond to emerging priorities.
As a Technical Consultant within the Library Management Cloud (LMC) team, you will provide specialist technical and application support for libraries across the UK. You will configure, administer, install, upgrade and troubleshoot cloud-hosted library management solutions, while delivering project work that helps customers get the best value from the platform.
You will work closely with product subject matter experts, development teams, service operations colleagues and customers, combining technical knowledge with clear communication and a proactive approach to service improvement.
Key Responsibilities
Deliver a reliable, high-quality technical service that enables customers to achieve maximum value from their Library Management Cloud solution.
Deliver high-quality technical support and configuration for Library Management Cloud hosted solutions.
Configure, administer, install and upgrade customer systems in line with agreed project and service requirements.
Troubleshoot technical and application issues, including data flows, hosted infrastructure and cloud service configuration.
Work with internal infrastructure teams to support hosted customer implementations and security configurations.
Support Azure-based cloud product solutions and contribute to ongoing service stability and improvement.
Provide clear documentation for delivered work, configuration changes and technical resolutions.
Communicate project issues, risks and resolutions to relevant managers and customers in a professional and timely way.
Build collaborative, positive relationships with customers and colleagues across product, development and service operations teams.
Recommend process and technical improvements that enhance service quality, resilience and customer experience.
Provide third-line technical support and participate in self-evaluation to support continuous personal development.
Skills, Knowledge and Expertise
Essential
Experience supporting enterprise-level solutions and working across organisational technical teams.
Strong understanding of information systems, including complex relational databases, data structures, querying and information extraction.
Knowledge of Azure PaaS, Azure Functions, Windows Server, IIS, Ubuntu, Kubernetes and Docker containers.
Experience with SQL Server installation, configuration, setup, best practice and SQL Server Reporting Services.
Experience deploying, configuring and supporting software in customer-facing environments.
Excellent verbal and written communication skills, with the ability to explain technical information clearly to customers and colleagues.
Experience managing customer projects, configuration requests and technical priorities.
Awareness of Cyber Essentials best practice and secure configuration principles.
Creative and analytical approach to problem solving, with the confidence to investigate complex technical issues.
Ability to work independently while collaborating effectively across teams and with customers.
Organised and proactive approach, with the ability to manage priorities, meet agreed timescales and support multiple customers simultaneously.
Desirable
Experience with Azure-based technologies used to support cloud-native products.
Knowledge of Apache Jena or similar graph knowledge structures.
Experience using Python for scripting, automation or technical investigation.
Infrastructure awareness, including Terraform or other deployment script technologies, container image deployment, DNS, firewalls, digital certificates and service permissions.
Certifications from Microsoft, VMWare, Cisco, Fortinet, Veeam or Ubiquiti.
Understanding of modern networking concepts such as SD-WAN, SASE and ZTNA.
Degree-level education, or equivalent experience, in an IT-related subject.
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