Description:
This Product Support Architect will influence customer critical deliverables, including supportability capabilities such as System Administration. This critical role focuses on the creation of sustainable and scalable support processes built through collaboration between the Customer, Product Support, Product Management and Development teams. In addition, this role will bridge technical gaps with influence, coaching, and a keen understanding of how Knowledge-Centered Support (KCS) practices can enable the organization. This role will be located on-site at our client location. An option for hybrid (working 3 days on, 2 days off) will be offered once this person is comfortable in the role.
The customer is responsible for their infrastructure and network so we're looking for someone with experience w/ application software specifically Enterprise software.
Requirements:
7 years of technical and customer support experience within an Information Technology department
7 years experience providing System Administration services of Enterprise Software Solutions
Experience in administering Windows Servers Operating Systems
5 years experience troubleshooting customer reported performance issues
5 years Microsoft Office experience (O365, Teams, Word, Excel, PowerPoint, Visio)
3 years of Information Security experience
3 years of Microsoft SQL Server experience
3 years of network troubleshooting experience Strong problem solving, organizational, and analytical skills
Proven ability to manage multiple tasks or projects with changing priorities.
Strong time management, prioritization and project management skills
Strong ability to capture a complete and accurate problem/symptom description of reported issues
Exceptional troubleshooting skills; ability to narrow down reported issues, identify root causes, and find creative solutions
Good customer service skills and ability to listen to and work with customers in real-time to resolve issues
Highly motivated self-starter and team player who enjoys sharing knowledge and experience with peers
Experience working in or with City / County / State governments is preferred
Cloud experience is a plus
Experience with Public Safety Systems, Computer Aided Dispatch and or Records Management System is a plus
Skills:
technical support, Management skills, support, enterprise software solutions, IT manager, Client Support Manager, microsoft office, SQL, troubleshooting, customer service, Public Safety, CAD, RMS
Top Skills Details:
technical support,Management skills,support,enterprise software solutions,IT manager,Client Support Manager
Additional Skills & Qualifications:
Job Duties Include:
Provide IT services such as System / Server Administration for Central Square Products.
Provide technical support to customers in person and via phone, email, and remote sessions using Teams.
Diagnosis, investigation, and crisis management of complex technical problems while maintaining pose and professionalism
Document and Provide quality sustainable solutions while streamlining operations and processes
Answering questions on function, setup, usage, system configuration, and troubleshooting of products
Drive pre-escalation triage processes to ensure high-quality escalations to Product Development
Develop and document diagnostic techniques, workflows and business processes to improve efficiency
Collaborate with fellow support colleagues and cross-functional teams to provide superior customer service that meets or exceeds our service level goals and/or resolutions
Maintain consistent, regular communication with customers regarding the status of their requests
Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
Ensure that individual performance meets or exceeds department standards
Create knowledgebase (KB) articles and documents using the methodology, to be published and shared both internally and with the customer base
Consistently document work product in case details or threads to ensure re-use in Knowledge processes
Use Knowledge Base (KB) to solve cases in a timely manner
Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
Work with customer and engineering to drive supportability improvements into products
Performs all other duties as assigned
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.