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.

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.

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 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.
• 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 end-users.
• Follow documented Tyler Technologies policies and procedures