Technical Services Support Specialist

Technical Services United States


Description

The Technical Services Support Specialist is responsible for diagnosing and solving customer issues in a timely and courteous manner. The incumbent may work independently or with other team members to resolve operating system, database, and other technical issues related to Tyler applications. 

The Technical Services Support Specialist must 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 Munis 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.
Duties
  • Provides 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.
  • 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.