Technical Operations Specialist

Location: St. Louis, Missouri, United States Minor Outlying I
Date Posted: 24-12-2014
Position Summary:   
The Technical Operations Specialist – Tier II (“TOS-II”) is the advanced level of contact with clients who call or email for technical support of the company’s multiple software product lines.  The TOS-II position is primarily responsible for resolution of elevated technical client issues after the ticket has been escalated from Tier I. 
This position conduct an investigation to diagnose and resolve client issues utilizing the TOS-II’s technical computer, software, and product knowledge, as well as, the documentation provided by the Technical Operations Specialist – Tier I in the company’s CRM Program.  All troubleshooting steps and information gathered will be precisely documented using the CRM program.   Some client issues may require the TOS-II to contact the client directly to discuss symptoms, hardware configuration, network, etc.  The TOS-II will strictly adhere to the company’s positioning statements regarding product functionality, features and benefits.  The TOS-II will thoroughly document all client conversations in the CRM program.  All client contact and CRM documentation will be handled with a positive, professional problem solving attitude to achieve optimal ticket resolution times.
In addition, the TOS-II position will include, but not be limited to:
  • Provide maintenance, training, and support of web-based software programs on remotely hosted and internally deployed environments
  • Provide SQL data mining and database administration assistance for internal and client related requests
  • Creation and formatting of reports utilizing SQL Server Report Services (SSRS) and Crystal Reports
  • Review and translation of SQL database information, internal software logs, and Windows Event Viewer logs
  • Completion of file transfers, database backups, database restoration and validation
  • Installation of software patches and updates for multiple software product lines
  • Provide implementation assistance and support
  • Provide information to management for additional Knowledge Base information and Decision Tree scripts utilized companywide
  • Administration of multiple client related and internal projects
  • Collaboration with Tier III on additional diagnostic information required for ticket escalation
  • Training of clients and Tier I staff on features and functionality of multiple software product lines
  • Availability via cell phone when not working in the office
  • Assist in testing company software products as required
  • Perform such other duties as reasonably directed by the Technical Operations Director or a corporate officer of Applied Logic
Work Location: 
This position shall primarily work in the Corporate Headquarters in St. Louis, Missouri.  Some travel may be required.  In addition, efforts that may be necessary during the evenings or weekends may be performed from home, if possible.
Normal Work Hours: 
The normal office hours for the company are 8:00 am to 4:30 pm.  However, the normal work hours for this position will be as determined by the needs of the company and as directed by the Technical Operations Director.
Estimated Overtime: 
The estimated overtime hours required of this position will be 10% – 20% per year as required by the needs of the company and determined by the Technical Operations Director.  In addition to this estimated overtime, the TOS-II will participate, on a rotating basis, in the staffing of the company’s cell phone to provide client support on a 24/7/365 basis.
Estimated Travel: 
The estimated travel required for the position will be 5% – 15% as required by the needs of the company and determined by the Technical Operations Director.
Educational Requirements: 
  • A BS/BA or equivalent experience is required for this position.
  • SQL 2000, SQL 2008 and SQL Server Reporting certifications are preferred
  • A+ technical certification or equivalent is preferred
Experience Required:
  • Minimum of 5 years professional experience in a Technical Operations/Help Desk/Call Center
  • Strong server and desktop computer skills including working knowledge of Windows server and desktop operating system, network, computer hardware, applications, web-based software programs, and peripherals
  • Extensive knowledge of SQL 2000, SQL 2008, SQL Server Reporting Services (SSRS), and SQL Server Integration Services (SSIS) is required
  • Experience in MS Office, Photoshop, and a general use of CRM program software
  • Understanding of TCP/IP protocols, SMTP, DNS, HTTP, etc.
  • Understanding of WAN, LAN, networking, switch environments, DHCP, NAT, and firewall applications
  • Knowledge of Crystal Reports required
  • Knowledge of Remote Desktop, DameWare, pcAnywhere, and/or other VPN software
Other Requirements:
  • Ability to work as an unbiased team member in an ever changing environment
  • Extremely strong diagnostic and discovery skills
  • Understanding of Visual Basic (VB) terminology
  • Technical Project Manager skills
  • Business Analyst skills
  • Excellent written communication skills
  • Excellent verbal communication skills
  • Excellent interpersonal skills
The Timberline Group
Phone: 636-209-5537
PO Box 565, Sullivan, Mo 63080
"Delivering quality solutions through quality people"
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