The Tier 2 Technical Support Specialist is responsible for providing 2nd tier telephone and email support of FM:Systems software.
Major responsibilities include:
- Provide Services to External Customers Including:
- Professional Response to customers via phone and email
- Document and Update customer request tickets
- Provide clear, consistent follow-up communication to customers until ticket resolution
- Troubleshoot customer issues involving:
- Data (predominantly SQL, some XML)
- Environment (MS Windows, some iOS)
- Proprietary Software (web-based software using IIS and web services)
- Third Party Software: AutoCAD, Revit, SQL Server Reporting Services, SQL Server Integration Services
- Advanced troubleshooting
- Isolate breaks in data communications
- Identify Problem areas in SQL databases
- Modeling interfaces for replication
Qualifications
Required- Three Years of Software Support Helpdesk experience (2nd tier exp. Preferred)
- Excellent computer skills, including but not limited to:
- Microsoft Windows Operating System
- Microsoft Office Suite
- Knowledge of the following:
- Querying MS SQL
- Internet Information Services (IIS 7.5, 8.0)
- Industry Standard Business Intelligence Tools (such as Business Objects, SSRS)
- Database theory and application
- Excellent written and oral communication skills.
- Knowledge of the following:
- Working Knowledge of Autocad
- Working Knowledge of Revit
- Microsoft networking / Network + Certification
- Virtual technologies (Oracle VirtualBox, VMware)