Sr. Technical Support Specialist-Raleigh, NC

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
  • 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)
Reports to:
VP, Customer Support