Deployment Engineer - Public Safety

Technical Services Lubbock, Texas United States Troy, Michigan Plano, Texas


Description

The Deployment Engineer is responsible for serving a wide range of internal and external clients crossing all Tyler-Incode Public Safety software products. Support staff, development staff, implementation staff and project managers rely upon Technical Support as an escalation path for troubleshooting issues affecting Tyler software at the systems and hardware level. Clients rely on Deployment Engineers for assistance with implementation, troubleshooting, and maintenance of peripherals hardware, systems hardware and software, and networks upon which Tyler software products run.

Responsibilities

  • Provides systems management (operating system, database administration, server, and workstation support) troubleshooting and consultation to clients and fellow employees on moderate to complex issues. Primary areas of support include:
    • Remote support of client’s mission critical server(s)
    • Operating system administration for Windows or Web servers
    • Network & local printing
    • Tyler program release and third-party software upgrades
  • Performs remote installation services for new and existing clients in accordance with the service work order.
  • Installs and configures applications which run on a variety of server operating systems such as Microsoft Windows.
  • Installs and configures databases which include Microsoft SQL Server.
  • Installs and configures web servers and deploy web products to clients.
  • Installs, configures and tests all components to the expected revisions and performance standards.
  • Provides technical training to clients regarding software installation procedures as needed.
  • Consults with other departments during various phases of sales and implementation processes to ensure that the correct hardware and 3rd party software are ordered and delivered during the correct phase.
  • Resolves client inquiries and issues in a timely manner; communicates closure effectively through email and phone communications.
  • Documents and records all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
  • Manages open calls by identifying and prioritizing issues according to published policies.
  • Escalates to senior team member or department member if situation is beyond ability and additional assistance is needed.
  • Identifies and meets service measurements and metrics on a daily, weekly, monthly and quarterly basis.
  • Collaborates with other teams, departments and divisions with issues pertaining to Tyler software applications.
  • Documents results of service work performed for use by internal staff.
  • Conducts training for less experienced staff.
  • May conduct training for end-users
  • Follows documented Tyler Technologies policies and procedures.
  • Position may require either travel to client sites or off-hours coverage based on customer demand.
  • Performs other duties as assigned.

Qualifications

  • Bachelor’s degree in computer science, MIS, or comparable work experience.
  • A minimum of two years of relevant experience administering and installing applications on Windows or Linux servers.
  • A minimum of two years of relevant experience installing or configuring the Microsoft SQL Server database engine.
  • Experience with SQL administration responsibilities and writing SQL queries.
  • A minimum of two years of relevant experience knowledge of server hardware and network configurations, including web servers.
  • A minimum of two years of relevant experience knowledge of web server technology, .NET framework, and SSL security.
  • A minimum of two years of experience working in a technical/application software support environment required.
  • Ability to troubleshoot PC configurations and connectivity issues.
  • Excellent interpersonal and communication skills.
  • Ability to prioritize and complete multiple tasks in a fast-paced, technical environment.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and in a team environment.
  • Demonstrated ability to maintain a positive, professional attitude.
  • CompTIA A+ Certification required.
  • CompTIA Network+ Certification required.
  • CompTIA Security+ Certification required.
  • Proven experience with virtualization (VMWare vSphere, Microsoft Azure, Amazon Web Services, and similar.
  • ITIL Foundation
  • MCSA: Windows 10:  Microsoft Certified Solutions Assocate on Windows 10
  • Experience with PowerShell scripting and cmd line.