On Site Customer Support Consultant

Job Title

On Site Customer Support Consultant




Full Time

Who we are

Ignite Technology provides project & portfolio management (PPM), agile, automation and mainframe software, consultancy services and support across Europe Middle East & Africa.

With offices in the UK, Czech Republic, Netherlands and Dubai, our dedicated team provide a breadth of services spanning consultancy, project implementation and support & training.

Everything we do is about enabling our customers to succeed by bringing the very best people, experience, and innovation together.

We are excited to offer an opportunity to join our team at a pivotal point in the company’s recent growth.

The Role

This role will be a customer facing site support role being the first point of contact for customer support issues post ‘Go Live’ implementation of the Clarity PPM system.

Primary duties will include:

  • Provide Front line support to customers to resolve any system issues
  • Resolving Technical Issues such as:
  1. System unavailable
  2. Slow performance
  3. Access not working from a location
  4. Database not accessible
  5. Patching request
  6. Cybersecurity audit action
  7. LDAP connection issue
  8. SSL Certificate Renewal
  9. Upgrade system
  10. Server move
  • Resolving Functional Issues such as Integration process error
  • Process X did not run
  • New Feature not working as expected
  • MSP Configuration Question
  • Report data incorrect
  • Person X cannot see page Y
  • Person X cannot edit field Y
  • Save to Excel problem
  • Resolving user questions such as providing demos, how to queries
  • Report scheduling requests

We are looking for a candidate with the following skills and experience

As part of our continued expansion, Ignite Technology is looking for Technical Consultants to join our dynamic Services team delivering Clarity PPM Implementations across the Middle East.

This is an excellent opportunity for Clarity PPM Technical Professionals to engage with some of the most high-profile organisations across the region in a variety of vertical markets.

Applicants must have a minimum of 5 years’ Clarity Technical experience at multiple customers, have a proven track record of following skills, capabilities and working experience:

  • Clarity Architecture and Infrastructure specification
  • Clarity Installations
  • Clarity Upgrades
  • Clarity Migrations
  • Report Development (JasperSoft, Power BI, Tableau, …)
  • Integrations (ERP, Jira, Rally, …)

They should have the ability to work independently, good communication and presentation skills and ability to create detailed documentation.

  • Must be comfortable engaging with senior stakeholders up to and including C-level to provide thought leadership of how Clarity can help customers achieve strategic objectives
  • Must have excellent customer facing, communication and presentation skills
  • Must possess and maintain a good working knowledge of the current and upcoming Clarity roadmap to provide best practice advice and ensure the solution design provides the best approach for the customer.
  • Proficient user of IT Software, Microsoft Office suite, CRM/Project Management tools.
  • Languages: English is a must, but other Northern European languages would be an advantage.

In addition the ideal candidate will bring:

  • A Passionate, professional attitude at all times
  • Excellent organisational skills with the ability to prioritise tasks, take initiative and work proactively with minimal supervision
  • The ability to perform to high standard whilst balancing the priorities and deadlines of multiple concurrent projects
  • Strong relationship building skills
  • An analytical approach, with excellent attention to detail
  • An ambition and desire to grow successful career within Ignite Technology

How to apply

To apply, send us your CV with covering letter outlining why you are a suitable match.