Duty Technical Consultant

Role Overview:
We are recruiting for an enthusiastic, dedicated Duty Technical Support Analyst & Consultant to join our growing Duty Management team. The successful candidate will have strong functional and operational experience, coupled with a strong technical understanding of the product and surrounding infrastructure. You would bring experience of working in a support or consulting role. Most importantly you will have a passion for problem solving and commitment to delivering excellent service to our customers.

Main Responsibilities:

• Interact with customers to understand and respond to functional and technical issues
• Carry out root cause analysis for technical and functional issues
• Diagnose performance, data, configuration, or software issues using the full application toolkit
• Carry out advanced troubleshooting for the Duty Management product(s)
• Work with Consultants and other subject matter experts to provide robust solutions and clear explanations in response to customer Incidents, Service Requests and Problem cases
• Use the Jira case handling system to log progress, update customers and record resolutions of Support issues within published SLAs
• Triage new support cases to establish priority and type (Incident, Service Request, Change) and respond accordingly
• Support customers during testing activities
• Create supporting documentation or Knowledge base articles for common service requests
• Participate in case list review meetings with customers and key stakeholders
• Work with all relevant parties to capture and fully document customer requirements, providing gap analysis and making recommendations as appropriate
• Functional and technical consultancy, including but not limited to:
• Server migrations
• Implementation of new environments/systems
• Upgrades and patch deployments
• Configuration changes
• Report changes
• Datafixes / data updates
• UAT, hypercare and go live support
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management)

Qualifications, skills and experience required:

• Strong problem-solving skills
• Strong root cause analysis skills
• Strong functional and operational background in Warehousing, e-commerce and/or Customs and Excise
• Strong knowledge of Progress and Shell scripting
• Experience of at least one full project implementation cycle
• Can lead customer-facing sessions with confidence and ensure issues and priorities are fully understood
• Strong analytical skills, and ability to make sense of complex and logical problems quickly
• Tenacity and ability to work independently
• Configuration skills including task scheduling and monitoring, Windows and Linux scripting, environment creation and management
• Previous experience in a support setting, ideally on a WMS or DMS
• Technical knowledge of related technologies, e.g. Progress OpenEdge including Progress DBA activities, Unix or Linux and Windows environments, Oracle
• AWS (or other) Cloud experience
• Experience of Service pack and Patch deployment
• Familiarity with AWS hosted solutions
• Crystal reports writing

Personal Profile

• Self-motivated and used to working on own initiative
• Confident and clear written and oral communication skills in English, with an ability to interact at all levels of the business
• Ability to articulating complex principles and approaches in an easily digestible format
• Works methodically with attention to detail
• Enthusiasm to learn new tools and contribute to continuous process improvement
• Personal flexibility to work hours as required
• Practical approach by using rigorous logic and methods to solve problems with effective solutions

Position: Duty Technical Consultant
Department: Duty
Level: 3 / 4
Location: Home based (UK only)
Date issued: 05/10/2026
Travel: Occasional site visits

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