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 SQL performance issues, perform version upgrades, and liaise with Engineering. The role requires strong technical skills 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 culture.

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, from time to time, may be assigned to the role

Preferred Qualifications

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