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Technical Services Engineer
Job # 1033

JOB DESCRIPTION

This position provides first level and second level technical support for all Client issues. Ensures each assigned issue is researched and resolved in a timely manner. Communicates progress to TriTech team members and first level support personnel, in order to keep clients informed.  Advocates for Client issues when communicating with peer internal teams.

First level support includes issue documentation and basic troubleshooting (configuration and functionality).  Second line support includes an evaluation of the underlying cause (application, OS, DB, hardware/network, and third party products) and the development and implementation of options for solution, including but not limited to setting and database changes, installation or reinstallation of components and documentation of findings as needed for third level support.  Third level support includes complex diagnosis and resolution up to and including software code changes by either TriTech or a third party (such as Microsoft or a hardware vendor).

TASKS AND RESPONSIBILITIES

• Provide technical support to existing and potential Clients, as well as in-house support.
• Log/resolve/follow-up on Client support issues.
• Forward bugs and design problems to engineering department and escalate if necessary.
• Diagnose and troubleshoot issues using methods such as reviewing log information and software code, and checking database structure and data integrity.
• Assist other technical service team members with difficult Client service issues.
• Provide technical expertise and training to new Technical Service team members.
• Visit Client sites for user training, go-live support, crisis intervention, and other assistance as needed.
• Participate in the preparation of and teach System Administration classes to Client system administrators and others.
• Provide internal training classes to Technical Services and other personnel covering technical aspects of the VisiCAD product.
• Provide input to department policies and procedures that will improve the responsiveness, efficiency and overall effectiveness of the Technical Services Department.
• Other assignments as may be provided.

REQUIREMENTS AND SKILLS

• One or more years of Microsoft SQL Server Administration experience is required. Skills should include most, if not all of the following: Database Backups, Database Restores, ODBC settings, Security management, Index maintenance, SQL Server Agent and Job maintenance, Data Transformation Services. Certification desired.
• Three or more years of Microsoft Windows NT, 2000, XP or later operating systems is required. Skills should include: Basic OS administration, Performance trouble-shooting, Name Resolution, Basic networking skills, Managing permissions, Remote Desktop/Terminal Services. Certification desired.
• Excellent verbal/written communication, Client service, and problem solving skills is required.
• Experience with T-SQL and SQL Server Client Tools (Enterprise Manager, Query Analyzer, SQL Profiler) desired. Skills should include: Basic SQL statements and data manipulation, Stored Procedures, Relational Database Theory.
• Cross-functional Help Desk/IT Team experience desired.
• Basic level knowledge of programming languages (Visual Basic, VB.Net, C#.Net, C++, etc.) is desired.
• Experience in Emergency Services with emphasis on public safety communications is desired.

EDUCATION

AA degree in Information Technology or equivalent required.  BA/BS degree in Information Technology or equivalent desired. MCP certification required, MCSA, MCSE or MCDBA preferred.

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