Technical Services Support Specialist

Technical Services Troy, Michigan Tempe, Arizona Lakewood, Colorado Billings, Montana


Description

Responsibilities

The Technical Services Support Specialist should be able to:

  • Become a trusted client resource by providing service that consistently demonstrates strong product knowledge and work ethic along with respect for the client.
  • Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
  • Provide support in the various systems management environments related to the Incode application software and legacy applications, installed on UNIX/Windows Operating Systems, using IBM Informix/Microsoft SQL/Oracle Databases.
  • Provide support in Tyler products and first tier support for products from other Tyler divisions.
  • Respond to client requests for service by priority according to published policies.
  • Build rapport with clients to turn what may be a negative situation into a positive customer service experience. · Manage and prioritize multiple and often conflicting tasks.
  • Demonstrate effective communication skills with a wide range of clients, both internal and external, from technical to non-technical and from management to clerical. Focus on providing accurate answers in a pleasant manner.
  • Adapt to changing product and environments.
  • Demonstrate full product knowledge and eliminate knowledge gaps in legacy, current and future products and services by means of self-study, supplemented by formal education.
  • Provide seamless integration to department and company resources to reinforce single point of contact and total incident ownership, including those outside direct area of responsibility
  • Provide systems management (operating system, database administration, server, and workstation support) troubleshooting and consultation technical support to clients and fellow employees. Primary areas of support include:
    • Remote support of client’s mission critical financial server(s)
    • Operating system administration for Windows, UNIX/Linux, or Web servers
    • Network & local printing
    • Point of sale hardware configuration and troubleshooting
    • Tyler program release and third party software upgrades
    • Database administration (Microsoft SQL or IBM Informix)
    • Resolves client inquiries and issues in a timely manner; communicates closure effectively through email and phone communications.
  • Document and record all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues.
  • Manage open calls by identifying and prioritizing issues according to published policies.
  • Escalate to senior team member or department member if situation is beyond ability and additional assistance is needed.
  • Identify and meet service measurements and metrics on a daily, weekly, monthly and quarterly basis.
  • Collaborate with other teams, departments and divisions with issues pertaining to Tyler software applications.
  • May contribute to company knowledge library.
  • May conduct training for end-users.
  • Follow documented Tyler Technologies policies and procedures.
  • Perform other duties as assigned.
  • Provide systems management (operating system, database administration, server, and workstation support) troubleshooting and consultation technical support to clients and fellow employees.
  • Primary areas of support include:
  • 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.
  • May contribute to company knowledge library.
  • May conduct training for end-users.
  • Follows documented Tyler Technologies policies and procedures.
  • Performs other duties as assigned.

Qualifications

  • Bachelor’s degree in computer science, MIS, or equivalent experience.
  • Experience administering Windows and/or Linux servers.
  • Working knowledge of server hardware and network configurations, including web servers.
  • 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