PRM Technical Analyst II

Responsible for delivering the highest level of customer care while responding to product application and technical support questions from customers regarding the company’s software, specifically for performance as it relates to system features. Troubleshoot and resolve customer application issues when possible and working closely with development and QA to identify underlying coding and other issues necessary for resolution of client issues.

• Provide technical and application support and expertise to the users.
• Work directly with business users and internal developers.
• Provide technical and application support and expertise to the users.
• Identify, troubleshoot, research, and resolve customer issues in a timely manner.
• Document and elevate issues and workflows to appropriate development personnel when necessary.
• Exercise judgment within general defined practices and policies in selecting methods and techniques for obtaining solutions.
• Work with end users on workflow and process questions.
• Coordinate with developers and software vendor to develop system solutions.
• Responsible for querying SQL Databases.
• Install and maintain SQL Servers.
• Research and resolve SQL Server software and database issues.
• Establish and maintain backup and recovery processes.
• Upgrading clients to new versions of the product.
• Work all development assists that is assigned to the team
• Installing peripherals and 3rd party devices.
• Work on development issues assigned to resolve issue
• Proactively implement load balancing for client installs in hosted environments.
• Troubleshooting performance issues and offering recommendations and enhancements.
• Create internal documentation of processes for use to help standardize technical installation and upgrades.
• Manage/work cases in a timely fashion to maintain high customer satisfaction.
• Must be flexible and available for on call rotation.
• Other duties as specified by management.

• Bachelors Degree in Computer Sciences required, Masters preferred
• Experience with hosted hardware and software configurations.
• Monitoring daily performance on servers.
• Analyzing and Recovering corrupt databases.
• Assisting in the design and implementation of new customers.
• Test and implement other solutions for performance related issues outside our control (i.e.: Citrix)
• Develop and implement IIS based client upgrading for when patches are installed.
• Experience querying SQL Databases.
• Expert understanding with installation and maintenance of SQL Servers.
• Ability to research and resolve SQL Server software and database issues.
• Monitor performance of virtual servers, virtual hosts, and recommends migrations and upgrades when necessary
• Assisting in disaster recovery planning for various aspects of the datacenter. This includes but is not limited to virtual hosts, virtual servers, storage, and networks.

• Must be able to multitask and demonstrate attention to detail.
• Must be self-motivated and able to work independently with little management or in a team setting.
• Must have a sense of urgency and be able to prioritize and plan daily activity.
• Must be a fast learner and able to grasp new concepts and workflows.

• Must be able to make timely sound and accurate judgment when needed.
• Must be able to handle high stress situations and demonstrate persistence and overcome obstacles.

• Excellent communication, customer service, and organizational skills.
• Ability to communicate clearly and effectively with customers and internal staff both written and verbally. This includes correct spelling a proper grammar.
• Must speak confidently and persuasively in positive or negative situations.

• Attention to detail and advanced analytical and problem-solving skills is expected.

• Advanced knowledge of SQL 2008R2, 2012, 2016.
• Moderate to Advanced knowledge of MS Office products.
• Strong knowledge of Microsoft Operating System.

• May require sitting for long periods of time; also, stooping, bending, and reaching for files and supplies.
• Requires manual dexterity sufficient to operate a computer keyboard, answer a telephone, and run a copier and other office equipment as necessary.
• Employee must participate to help maintain the desirable work environment created by the management and company officials.

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