System Support Specialist

Systems Support Specialist

Portland, OR
– Remote to start but moving to hybrid in Q2/Q3 of 2022

Contract to Hire

**Local candidates to Portland only**

**Must be authorized to work for any employer in the US without restrictions**

Summary:

Systems support specialist is responsible for resolving system-related issues; monitoring and performance tuning in both self-hosted and cloud-deployed software support environments.

This role serves as a support liaison between corporate, third-party vendors and corporate customers.

Qualifications:

Minimum 2-5+ years of experience with systems support as a Support Engineer, Systems Specialist, System Analyst, System Administrator, or IT Engineer.

Knowledge of Active Directory, Windows Server administration, managing users, Group Policies, Security and permissions.

Strong knowledge of SQL Server Database Administration and relational database

concepts.

Working knowledge of configuring MS Outlook with IMAP/POP/Exchange servers.

Experience in cloud-based environments such as AWS, Azure or IaaS-based

providers.

Demonstrated knowledge of basic networking concepts and terminology.

Moderate knowledge of Scanning, Printing software installs and troubleshooting.

Working knowledge of basic standard software such as: MS Office suites, Adobe suites, multiple Windows OS platforms.

Experience with Virtual deployments (VMware, Hyper-V, KVM, or similar).

Understand networking concepts such as routing, gateways, remote connectivity, and some network administration including VPN configuration.

Experience with remote desktop takeover tools (Example: ScreenMeet, WebEx, GoToMeeting, Bomgar).

Demonstrated knowledge of remote connection technologies; including Citrix, and MS Terminal Server.

Soft Skills such as Communication, Teamwork, Adaptability, Problem-Solving, Creativity, Work Ethic, Interpersonal Skills, and Time Management.

Nice to Have:

Microsoft Certifications: MCP, MCSE, MCSA
– SQL Server, MCSA
– Database Development, or MTA
– Microsoft Technical Associate

Duties:

Provide telephone, and Internet support to customers who have questions or issues related to system configuration/setup, product functionality (attachments, scanning, printing, exporting), performance and hosted software services.

Troubleshoot and solve technical issues including system performance, permissions, connectivity, login issues, and application errors.

Provide expertise related to SQL Database Administration (back-ups, maintenance plans, user administration) for all product suites.

Assist customers with software upgrades, migration, and transformation.

Provide assistance to other departments with technical issues.

Monitors, tracks, and documents customer support calls and related activities in the (SalesForce) tracking system.

Effectively document issues/feedback from customers for use by Development in research and resolution of defects.

Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.

Implement performance optimizations suggested by the engineering personnel.

Respond to alerts, and help monitor, tune, and configure Non-Production and Production monitoring for best sustainable performance.

Follow documented processes for troubleshooting, engagement, escalation, and others with 3rd-party hosting partners.

Research and diagnose issues independently or as a team.

Competencies:

Strong customer-service orientation and commitment to ensuring timely, quality solutions to customer issues, i.e.

Closing trouble tickets.

Ability to understand technical concepts and communicate them clearly to individuals with varied backgrounds and skill levels.

Demonstrated ability to empathize with customers, actively listen; ability to always defuse situations rather than intensify one.

Identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

Demonstrates accuracy, thoroughness, and monitors own work to ensure quality, presents numerical data effectively, and is able to read and interpret written information.

Well-organized, self-directed team player.

Demonstrates excellent written and verbal communication skills, active listening, transmits information accurately and understandably.

Consistently seeks feedback ?

effectively presents and explains information to various group sizes and levels of knowledge.??

?Exhibits professionalism, discretion, and good judgment in all interactions with co-workers, customers, vendors, and others.

Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.

Ability to quickly develop and maintain a high level of knowledge of company software products and remain an expert on current product knowledge both from an internal and from a user perspective.

Education:

Bachelor’s degree, preferably major in computer science or relevant experience.

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