Field Technical Support Professional

Your Title: Systems Support Specialist

Job Location: Lake Oswego, OR (Portland)

Our Department: Customer Support

Backend, technical, systems support? Are you looking for an opportunity to combine a variety of skills and disciplines on a daily basis? Passionate about improving processes and helping both customers and internal/external teams reach their potential? 

What You Will Do

Systems support specialist is responsible for resolving system-related issues; monitoring and performance tuning in both self-hosted and cloud-deployed Viewpoint environments. This role serves as a support liaison between Viewpoint, third-party vendors and our customers:

• 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 Viewpoint product suites.

• Assist customers with Viewpoint software client/server environment.

• Assist customers with Viewpoint Cloud administration and services.

• 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 CRM 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.

• Support after-hours and on-call duties as required.

What Skills & Experience You Should Bring

• 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.

• Experience with monitoring and analytics systems such as (Datadog, Solarwinds, New Relic).

• 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.

• Working knowledge of MS IIS (Internet Information Services).

• 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: Google Meetings, WebEx, GoToMeeting, MS Teams).

• 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, Time Management.

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

About Your Location

Trimble Viewpoint Construction’s goal is to enable a safe in office, hybrid or remote possibility for employees. Trimble will follow these principles when it comes implementing its Flexible Work Arrangeme