Software Support Specialist (Manila)

Description

Tyler Technologies, the country’s premier provider of eGovernment solutions, is looking for a Software Support Specialist to join the Digital Solutions Division’s Recreation Management Support team. This Software Support Specialist serves as the single point of contact for all support related needs.The team manages the full lifecycle of Recreation Management Incidents and Requests while ensuring the best possible level of service quality and availability in accordance with ITIL definitions.

The Software Support Specialist position is a full-time opportunity.Each team member works varying shifts during the day to ensure that the Service Desk is available from 6am - 7pm CST (United States of America) and the candidate must be willing to participate in a rotating 24x7-on-call schedule for weekends.In addition to technical and troubleshooting skills, this position will require performance at the highest level in the areas of customer service and communication.

Responsibilities

• Provide the first and single point of contact for Recreation Management Service, Application, and Infrastructure related issues throughout the entire lifecycle of an Incident with the primary goal of restoring normal service as quickly as possible.
• Respond to incoming Requests and Incidents via phone, email, and the DSD ticketing system; Gather all pertinent information, gain an understanding of impact, and perform troubleshooting in an effort to resolve at the Support level first.Identify and provide workarounds as needed and assign to specialized Recreation Management Technical groups as necessary.
• Serve as the Incident and Request Manager of assigned tickets.Update, categorize, prioritize, and close Incident and Service Request tickets while keeping users informed of progress throughout the lifecycle of the ticket while assigned to our team.
• Provide communication regarding all Major Incidents and Impairments throughout the lifecycle of the Incident.
• Work with Account Management to triage Customer Escalations
• Create, maintain, and update comprehensive documentation related to configurations, troubleshooting steps, and incident response procedures
• Collaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues
• Thoroughly document troubleshooting and resolution within assigned tickets
• Perform continuous analysis, classification, and trend analysis of Incidents in order to work toward the pro-active resolution of Incidents where possible.

Qualifications

• Previous experience in a Service Desk / IT Helpdesk environment
• Must be a highly motivated self-starter who proactively works to resolve issues
• Must be detail oriented
• Working knowledge of fundamental business technologies (e.g. Microsoft Office, Active Directory, Exchange, Networking, Desktop Support for Windows and MAC Operating Systems)
• Must be extremely professional and comfortable working with all levels of users.
• Excellent customer service and interpersonal skills
• Excellent written and verbal communication skills
• Excellent problem-solving skills
• Ability to consistently follow standard processes
• Strong team player in a fast paced, dynamic, deadline-driven environment
• Strong analytical thinker with the ability to collect information and perform trend analysis
• Must possess a continuous improvement mentality
• Hardware Installation and Troubleshooting Experience
• SQL Background

Additional Desired Skills

• Experience with Zendesk and/or JIRA/Jira Service Management or similar ticketing system
• ITIL V3 Foundations Certified
• Proven experience in SQL database management, SQL Queries
• Remote Desktop support (LogMeIn Rescue, TeamViewer, Bomgar)
• COMP TIA A+ Certified
• Desktop and mobile device support experience
• Technical Services Industry experience
• Transaction processing industry experience