Technical Services Support Specialist
Technical Services Support Specialist
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
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.
Responsibilities
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 our 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 nontechnical 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 selfstudy 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 clients 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 thirdparty 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 endusers.
- Follow documented Tyler Technologies policies and procedures
Qualifications
- Bachelors 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 fastpaced technical environment.
- Strong analytical and problemsolving skills.
- Ability to work independently and in a team environment.
- Demonstrated ability to maintain a positive professional attitude.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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