Follow documented processes for troubleshooting, engagement, escalation, and others with 3rd-party hosting partners.
Support after-hours and on-call duties as required.
Provide telephone and Internet support to customers with questions or issues related to configuration/setup, product functionality (attachments, scanning, printing, exporting), performance, and hosted software services, including SQL data and reports-related problems.
Monitors, tracks, and documents customer support calls and activities in the CRM system.
Respond to alerts, and help monitor, tune, and configure Non-Production and Production monitoring for the best sustainable performance.
Develops Knowledge Base articles to document troubleshooting steps and standard solutions to frequent calls for use by customers and peers.
Effectively document issues/feedback from customers for use by Development in research and resolution of defects.
Research and diagnose issues independently or as a team.
Implement performance optimizations suggested by the engineering personnel.
Troubleshoot and solve technical issues, including system performance, permissions, data inconsistency, and application errors.
Provide expertise in SQL Data Manipulation and Administration (back-ups, maintenance plans, user administration) for all Viewpoint product suites.
Assist customers with software upgrades, migration, and transformation.
Assist other departments with technical issues.
Requirements
sql
crystal reports
aws
azure
sql server
reporting services
Demonstrated experience troubleshooting SQL, including tables, triggers, views, stored procedures, performance tuning, and ability to write complex SQL queries in Microsoft Transact SQL.
Familiarity with the commercial construction industry (For example, Job costing, Payroll, Accounts Payable, Accounts Receivable, Equipment Tracking, and Project Management) is an asset for this position but not required.
Demonstrated experience with Crystal Reports, including sub-reports, running totals, linking tables, and troubleshooting.
Experience in cloud-based environments such as AWS, Azure, or IaaS-based providers.