{"id":3853963,"url":"https://alion.io/job/tyler-technologies-software-support-specialist-manila","title":"Software Support Specialist (Manila)","company":{"id":179690,"name":"Tyler Technologies","domain":"tyler.com","url":"https://alion.io/company/tyler-technologies","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Jira","optional":true}],"status":"live","first_seen_at":"2026-11-06T05:08:22Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-06T13:48:21Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Description\nTyler 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.\nThe 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.\nResponsibilities\nProvide 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.\nRespond 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.\nServe 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.\nProvide communication regarding all Major Incidents and Impairments throughout the lifecycle of the Incident.\nWork with Account Management to triage Customer Escalations\nCreate, maintain, and update comprehensive documentation related to configurations, troubleshooting steps, and incident response procedures\nCollaborate closely with both direct and cross-functional team members to diagnose and resolve technical issues\nThoroughly document troubleshooting and resolution within assigned tickets\nPerform continuous analysis, classification, and trend analysis of Incidents in order to work toward the pro-active resolution of Incidents where possible.\nQualifications\nPrevious experience in a Service Desk / IT Helpdesk environment\nMust be a highly motivated self-starter who proactively works to resolve issues\nMust be detail oriented\nWorking knowledge of fundamental business technologies (e.g. Microsoft Office, Active Directory, Exchange, Networking, Desktop Support for Windows and MAC Operating Systems)\nMust be extremely professional and comfortable working with all levels of users.\nExcellent customer service and interpersonal skills\nExcellent written and verbal communication skills\nExcellent problem-solving skills\nAbility to consistently follow standard processes\nStrong team player in a fast paced, dynamic, deadline-driven environment\nStrong analytical thinker with the ability to collect information and perform trend analysis\nMust possess a continuous improvement mentality\nHardware Installation and Troubleshooting Experience\nSQL Background\nAdditional Desired Skills\nExperience with Zendesk and/or JIRA/Jira Service Management or similar ticketing system\nITIL V3 Foundations Certified\nProven experience in SQL database management, SQL Queries\nRemote Desktop support (LogMeIn Rescue, TeamViewer, Bomgar)\nCOMP TIA A+ Certified\nDesktop and mobile device support experience\nTechnical Services Industry experience\nTransaction processing industry 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