Viewpoint Vista (Trimble) Administrator, Tier 2 Support & Help Desk

Tiresia Soluciones Tecnológicas S.A.S; Colombia; A distancia; COP 226.787.000 - 388.777.000; Jornada completa

Descripción de la vacante

Tiresia Soluciones Tecnológicas S.A.S. seeks a dedicated Tier 2 Applications Administrator to own escalated issues for enterprise apps such as Trimble Viewpoint Vista and Procore. You will enable the Help Desk through training, runbooks, and knowledge articles, ensuring uptime and security across business systems.

You will coordinate with platform owners and product managers, manage access, and drive root-cause fixes while documenting all changes for audit and compliance.

Formación

• 5+ years supporting enterprise applications in a large environment.
• Ability to train Tier 1 and develop runbooks and knowledge articles.
• Experience with RBAC, provisioning/deprovisioning, and least-privilege reviews.
• ITSM and ticketing discipline with SLA adherence.
• Proficient in SQL queries and reporting tools (Power BI, Crystal Reports/SSRS).

Responsabilidades

• Tier 2 application support and root-cause analysis across configurations, data, integrations, and vendor behavior.
• Enable Help Desk for Tier 1 through training, runbooks, and knowledge articles.
• Manage ticket queues, SLAs, and route requests to Technical Product Manager as needed.
• Coordinate with IT/Cybersecurity on identity changes and access management.
• Perform day-to-day admin across supported applications and document changes.

Conocimientos

Enterprise application support

Help Desk enablement

RBAC and access management

ITSM / SLA discipline

SQL querying

Vendor coordination

Strong communication

Herramientas

SQL Server Management Studio

Power BI

Crystal Reports / SSRS

REST APIs

ODBC

Azure Data Factory

Descripción del empleo

Description

This role is the dedicated Tier 2 Applications Administrator (Trimble Viewpoint Vista is a must). You own escalated application issues that the Help Desk cannot resolve, drive them to root cause, and keep our core business applications healthy, secure, and available. You also enable the Help Desk to handle more Tier 1 volume on their own — through training, runbooks, knowledge articles, and side‑by‑side support — so escalations become the exception, not the rule.

This role protects uptime and gives the business a reliable administrator for the platforms they depend on. It is not a strategy or product ownership role: you partner closely with the Technical Product Managers, Enterprise Digital Systems team, and platform owners — they set direction, you keep the platforms running.

What You'll Own

• Tier 2 application support — own escalated issues that the Help Desk cannot resolve; diagnose root causes across configuration, data, integrations, and vendor behavior; and drive them to resolution.
• Help Desk enablement for Tier 1 — train the Help Desk on our applications, common issues, and standard resolutions; build and maintain runbooks, knowledge articles, and quick-reference guides so more requests are resolved at Tier 1.
• Ticket queue ownership — track SLAs, document resolutions, close the loop with users, and route true product or roadmap requests to the appropriate Technical Product Manager.
• Access and identity management — provision and deprovision accounts, apply role‑based access control (RBAC), review permissions against least‑privilege principles, and coordinate with IT / Cybersecurity on identity changes.
• Application administration — perform day-to‑day admin and configuration changes across supported applications, following change-management standards and documenting every change.
• Vendor coordination — open, track, and elevate support cases with software vendors; coordinate patches, hotfixes, and product‑defect responses; ensure vendor SLAs are met.
• Outage response and communication — send prompt outage notifications and status updates so the business always knows where things stand; drive vendor and internal teams to resolution.
• Integration and data support — assist with connection setup and troubleshooting across Azure Data Factory, Power BI, Power Query, ODBC, REST APIs, Crystal Reports, SSRS, and Microsoft SQL.
• Database support — review and troubleshoot scripted changes and stay aware of where sensitive data lives.
• Continuous improvement — spot recurring issues and feed the root causes back to the Technical Product Managers for a permanent fix on the roadmap.
• Knowledge management — keep admin runbooks, standard operating procedures, and known‑issue lists current as the environment changes.

Applications You Will Support

You will provide Tier 2 support and Help Desk enablement across the enterprise application portfolio, including but not limited to:

Business & Project Systems

• Vista by Viewpoint (Trimble) — user access, configuration support, day‑to‑day admin, API/App Xchange coordination, Cascade / Azure Virtual Desktop, Viewpoint Portal, Viewpoint Team, and Viewpoint Academy access.
• Procore — user access, Procore Drive for documents, Procore Imports for location data, Procore Extracts for project data exports, and general admin support.
• B2W Estimate & B2W Track — user access, day‑to‑day admin, and integration coordination (including Vista integration for B2W Track).
• Smartsheet — workspace admin, and integration support.
• Primavera P6, SafetyCulture, and Origami Risk — admin support.

Data, Reporting, and Integration Platforms

• Power BI — workspace creation, semantic model connections, dashboard deployments, and access management.
• Power Query — Excel workbook data connections, transformations, Visual Basic, and DAX assistance.
• Spreadsheet Server — custom report development and deployment.
• Azure Data Factory — Azure SQL Database access, integration support, linked services setup and maintenance.
• Microsoft SQL — query support, connection setups, and troubleshooting via SQL Server Management Studio, ODBC, and REST APIs.

What Success Looks Like

In your first 30-90 days:

• Tier 2 backlog is under control — escalated tickets are being worked to defined SLAs, closed with clear documentation, and users know where their requests stand.
• Help Desk is stronger at Tier 1 — the Help Desk has usable runbooks and training on the most common issues, is resolving more requests without escalation, and the Tier 1-to-Tier 2 escalation rate is measurably declining.
• Access management is clean — onboarding, offboarding, and role changes are being processed quickly and consistently, with clear evidence for audit.
• Recurring issues are documented and fed back — repeat tickets are being logged, root causes are being surfaced to the platform owners, and quick fixes are being applied where safe.
• Vendor cases are being driven — open vendor tickets have clear ownership, updates, and escalation paths, and no case is going stale.
• Knowledge base is in place — the top 10 to 15 recurring admin tasks and issues have documented runbooks or SOPs so the work is repeatable and transferable.

What You Bring

• Enterprise application support experience — 5+ years supporting business applications in an enterprise environment, with strong Tier 2 ownership and escalation handling.
• Help Desk enablement mindset — proven ability to train Tier 1 support teams, build knowledge articles, and reduce escalation volume through better runbooks and coaching.
• Access management fluency — experience with RBAC, provisioning/deprovisioning, and least‑privilege reviews.
• ITSM / ticketing discipline — comfortable working a shared queue, following SLAs, and documenting resolutions.
• Technical and reporting skills — able to write and troubleshoot SQL queries in SQL Server Management Studio, with working familiarity across Power BI, Power Query, Crystal Reports / SSRS, ODBC, and REST APIs.
• Change management discipline — you document configuration changes, follow change‑control standards, and never make undocumented production changes.
• Strong communication — you translate technical issues into plain business language and keep users, vendors, and internal stakeholders informed.
• Self‑directed — you can work independently in a remote‑friendly environment with minimal supervision.

Bonus Points

• Construction, EPC, renewable energy, or project‑based business experience.
• Experience working alongside product managers, enterprise architects, or IT operations teams in a growing digital organization.

How You Work

• You are Tier 2 and a coach — you solve the hard problems and build the Help Desk's capability to handle the rest, instead of hoarding knowledge.
• You are ticket‑disciplined — you protect the queue, follow SLAs, and never let escalations fall through the cracks.
• You are calm under pressure — outages and escalations don't rattle you; you communicate and drive resolution.
• You document as you go — you leave the environment better than you found it, with clear notes, runbooks, and knowledge articles the Help Desk can actually use.
• You are a partner — you respect the boundary between administration and product ownership, and you escalates cleanly when a change belongs to a platform owner.
• You are practical — you focus on keeping the business running today while flagging the patterns that need a permanent fix tomorrow.

Reports to

Director, Enterprise Digital Products (with day‑to‑day coordination through the Technical Product Managers and platform owners).

Work model

Remote. Standard U.S. business hours.

Compensation & Terms