technical support Remote
Job description
Harrisis a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.
***EXPERT TECHNICAL SUPPORT CONSULTANT***
Remote Role / West Coast Time Zone Preferred
SQL Server Knowledge Required
Overview
- You'll give exceptional client support for Altera’s Solutions, by remotely accessing client systems and researching, communicating, and documenting progress towards timely resolution.
- This role focuses on technical troubleshooting including database administration and configuration, application exceptions and failures, and performance optimization.
- Great candidates can assess the nature of system or service interruptions and thrive on resolving complex technical support problems through unbiased judgment and advanced problem-solving skills.
- This consultant will eventually have skilled knowledge of our solutions and will serve as a head, subject matter professional, and mentor to others.
- You have a curiosity and open mindset for understanding the root cause and identifying permanent solutions to remedy problems at-hand.
- You'll take part in the continuous improvement of team processes, and product quality and architecture of our products.
Remote role - preference for west coast candidates, due to client support needs there.
Responsibilities
- Interact with client hospital IT staff via phone, email, online or on-site meetings to help troubleshoot and resolve complex product problems or issues, with a focus on backend infrastructure and the database.
- Connect to client environments to diagnose and resolve complex customer questions or problems in the areas of system performance and stability, recovery, as well as product installation and system functionality.
- Communicate progress and resolution to the client and documents all work in a case record.
- Help field technicians who are troubleshooting problems or repairing system-related issues.
- Conduct performance monitoring, utilizing database management tools to evaluate and resolve performance problems.
- Stay abreast of current technology in products, design changes, and new products offered.
- Document problems and solutions as articles for our Knowledge Base and reviews and approves knowledge articles written by others'
- Prepare necessary documentation around technical procedures as well as operational procedures.
- Report defects and design issues to our development teams.
- Work on most complex database-related issues with client DBAs, development, and external consultants.
- Mentor and coaches junior team members.
- Perform root cause analysis of recurring issues.
- Act as a single point of contact for client-specific escalations, providing necessary leadership in the absence of a manager.
- Perform proactive reviews of client environments to improve system reliability and prevent future support engagements.
- Assume management-level responsibilities as needed, including but not limited to client escalations and meetings. Manages special projects as needed.
- Give thought leadership in developing new ideas and processes to improve client satisfaction and outcomes across the client base.
Qualifications
Academic and Professional Qualifications:
- Bachelor's Degree in an IT-related field, preferred
- Microsoft SQL Server Certified, preferred
Experience:
- 10+ years relevant work experience
- 2-3 years total experience should be at the Professional level / Tier 3 support
- Advanced or professional SQL Server knowledge working in a mid to large-size organization
- Working knowledge of technologies including Windows Operating System, Windows Clustering, AlwaysOn, and Active Directory
- Proficient in the following areas:
- technologies used to host and deploy enterprise software, such as Azure, virtualization, cloud, and Citrix
- T-SQL, PowerShell, or equivalent scripting knowledge, preferred
- troubleshooting tools like BlackBox, Fiddler, WireShark, or equivalent system/application/performance monitoring tools, preferred
- Verbal and written command of the English language
- Leadership and business acumen
- Able to stay organized, manage and prioritize over 10 simultaneous ongoing support investigations
- Proven ability to mentor, coach, and develop internal education programs
- Able to run or give leadership in project settings, adhering to deadlines and other commitments
Travel Requirements:
Minimal
Working Arrangements:
Remote role - preference for west coast time zone candidate location, due to client support needs there.
Job Type: Full-time
Salary: $80,000.00-$95,000.00 per year
Benefits:
- Life insurance
- Paid time off
- Vision care
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
Supplemental pay types:
- Commission pay
Work Location: Remote
About Harris Computer
CEO: Jeff Bender
Revenue: $1 to $5 million (USD)
Size: 10000+ Employees
Type: Subsidiary or Business Segment
Website: www.harriscomputer.com
Year Founded: 1976
