Technical Support Engineer

Description

The Technical Support Engineer is responsible for providing technical expertise of Microsoft systems (Windows/IIS/SQL) in support of Tyler software products across various environments and technologies, such as public and private clouds, networking, servers, databases, and system performance.

Responsibilities

• Supports, troubleshoots, and maintains Microsoft Windows and IIS systems for SaaS customers located in AWS Gov-Cloud and client-hosted (on-premise) environments.
• Works with internal and external clients with varying degrees of skillsets ranging from end-users to experienced IT teams to resolve highly complex, detailed and high priority Windows server, system, and network technical issues.
• Maintains, monitors, and analyzes performance of system components.
• Develops system specifications, technical documentation, requirements, KB Articles.
• Prioritizes workload and resolution to meet service level agreements.
• Analyzes and resolves customer technical issues affecting software operability, escalating to other departments as identified.
• Participates in identifying and recommending technology solutions for clients.
• Works closely with software engineering and development teams on issue resolution and process improvement.
• Works on projects either independently or as part of a team.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree in computer science, MIS, or equivalent experience.
• A minimum of ten years of relevant experience; previous experience as a Senior Technical Support Analyst with Tyler Technologies preferred.
• Proficient knowledge of MS servers (Windows/IIS), virtualization, data storage, networking.
• Working knowledge of SQL Server, software development lifecycles, TSQL and PowerShell scripting.
• Excellent analytical, communication and client-facing customer service skills required.
• Ability to multi-task, works as part of a team, and develop and train staff.
• Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.
• Strong analytical and problem solving skills to troubleshoot Microsoft systems issues as it interacts with custom software.
• Ability to work independently and in a team environment.
• Demonstrated ability to maintain a positive, professional attitude.