Systems Support Specialist Contract

Job title: Systems Support Specialist

Location: Portland, Oregon (Remote)

Project duration: 6 months

Duties:

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.

Skills:   

• 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.

Rate/Salary: $35-$40/hr