Technical Support Specialist

Summary

Join Mitratech, a team of technocrats building world-class products for Fortune 100 companies. As a Technical Support Specialist, you will provide third-line support, installation, upgrades, configuration, and testing of Mitratech's product suite. You will remotely access client sites, troubleshoot issues, perform upgrades, and liaise with engineering. The role requires a strong technical background in .NET applications, Windows Server platforms, and Microsoft SQL Server. Mitratech offers a close-knit, globally dispersed team with excellent people practices, learning opportunities, and a fun work environment.

Requirements

• Strong Hands-on Working Knowledge of: Windows Server, including installation configuration and security
• Microsoft Office applications
• MS SQL Server administration and performance troubleshooting and T-SQL
• Understanding of SAML SSO technology
• Microsoft IIS
• Deploying .NET Applications in Windows Server environments
• A working knowledge of XML
• Windows Server security, policies & Active Directory
• PowerShell Script and command batch writing
• Experience with SOAP APIs
• JavaScript
• Degree or equivalent experience in Software/Application support or some applicable business or technical discipline
• Strong technical background, specifically Windows O/S, .NET, IIS and SQL Server
• Experience with medium to large system implementations
• Confident in explaining complex technical solutions to English-speaking clients
• 5+ years Support experience
• Must have a strong 'can do' attitude and be a self-starter
• Excellent customer-facing skills with the ability to communicate at all levels, including Senior Management, internal and external to their organisation
• Must have excellent administration, written documentation and verbal communication skills
• Must be a quick learner with strong problem-solving skills, analytical and solutions-oriented
• Must be able to prioritise workload and work to deadlines

Responsibilities

• Remotely access client sites to load and configure web services, database and application software, and test applications before handover
• Resolve any technical issues that arise during installation and subsequent operation
• Troubleshoot SQL performance issues
• Perform version upgrades and deploy software patches
• Implement and validate Mitratech’s suite of products in different configurations, such as Citrix, Windows Clusters and virtual environments
• Liaise with Engineering to ensure all necessary software and custom components are configured and prepared according to agreed-upon client plans and timescales
• Ensure internal systems, plans and documentation are updated and maintained
• When required, assist with in-house testing, training and administration
• Provide 3rd-line support, including remote investigation and diagnostics
• Any other tasks that may be assigned to the role occasionally

Preferred Qualifications

• Windows Communication Foundation (WCF) experience
• Basic knowledge of C#
• Some QA experience