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Tyler Technologies, Inc. Technical Services Support Specialist in Troy, Michigan

divspan class="bold"Description/spanThe Technical Services Support Specialist provides systems management technical support and expertise to Tyler clients and employees related to assigned software product.ResponsibilitiesAcirc;ulliProvides 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:ulliRemote support of clientacirc;euro;trade;s mission critical financial server(s)/liliOperating system administration for Windows, UNIX/Linux, or Web servers/liliNetwork local printing/liliPoint of sale hardware configuration and troubleshooting/liliTyler program release and third party software upgrades/liliDatabase administration (Microsoft SQL or IBM Informix)/li/ul/liliResolves client inquiries and issues in a timely manner; communicates closure effectively through email and phone communications./liliDocuments and records all aspects of client interactions in designated client management systems to promote transparency and understanding of technical issues./liliManages open calls by identifying and prioritizing issues according to published policies./liliEscalates to senior team member or department member if situation is beyond ability and additional assistance is needed./liliIdentifies and meets service measurements and metrics on a daily, weekly, monthly and quarterly basis./liliCollaborates with other teams, departments and divisions with issues pertaining to Tyler software applications./liliMay contribute to company knowledge library./liliMay conduct training for end-users./liliFollows documented Tyler Technologies policies and procedures./liliPerforms other duties as assigned/li/ulThe Technical Services Support Specialist must be able to:ulliBecome a trusted client resource by providing service that consistently demonstrates strongproduct knowledge and work ethic along with respect for the client./liliEvaluate the severity of an issue and determine if management intervention is necessary to address a serious problem in a timely manner./liliProvide 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./liliProvide support in Tyler products and first tier support for products from other Tyler divisions./liliRespond to client requests for service by priority according to published policies./liliBuild rapport with clients to turn what may be a negative situation into a positive customer service experience./liliManage and prioritize multiple and often conflicting tasks./liliDemonstrate 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./liliAdapt to changing product and environments./liliDemonstrate full product knowledge and eliminate knowledge gaps in legacy, current and future products and services by means of self-study, supplemented by formal education./liliProvide seamless integration to department and company resources to reinforce single point of contact and total incident ownership, including those outside direct area of responsibility./li/ul/divTyler Technologies is proud to be an equal opportunity employer. All qual