Michigan IT Jobs

Mobile michigan-jobbank Logo

Job Information

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

divdivdivdivdivdivdivdivdivdivdivdiv/div/div/divspan class="bold"Technical Services Support Specialist/spanThe Technical Services Support Specialist provides systems management technical support and expertise to Tyler clients and employees related to assigned software product.ResponsibilitiesulliProvides 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 client'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/uldivg