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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.
LocationTroy, Michigan | Tempe, Arizona | Lakewood, Colorado | Billings, Montana | Lubbock, TexasResponsibilities The Technical Services Support Specialist should be able to:- Become a trusted client resource by building rapport and providing service that consistently demonstrates strong product knowledge and work ethic along with respect for the client.
- Manage and prioritize multiple and often conflicting tasks in order of priority.
- Evaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner.
- Provide first tier support for Tyler products 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.
- 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.
- 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.
- 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