PRM Technical Analyst II

Aprima; Richardson (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

Aprima is seeking a technically skilled professional to deliver high-level customer care for our software. You will respond to product application and technical support questions, troubleshoot issues, and collaborate with development and QA to resolve underlying problems affecting clients.

The role requires SQL Server expertise, server monitoring, and disaster recovery planning, with on-site coordination in Richardson, TX. Experience with Citrix and IIS-based upgrades is a plus.

Qualifications

• Bachelor's degree in Computer Sciences required, Masters preferred.
• Experience with hosted hardware and software configurations.
• Monitoring daily performance on servers.
• Analyzing and Recovering corrupt databases.
• Assisting in the design and implementation of new customers.
• Test and implement other solutions for performance related issues (e.g., Citrix).
• Develop and implement IIS-based client upgrading for patches.
• Experience querying SQL databases.
• Expert understanding with installation and maintenance of SQL Servers.
• Monitor performance of virtual servers and plan migrations/upgrades.
• Disaster recovery planning for datacenter components.

Responsibilities

• Provide technical and application support and expertise to the users.
• Work directly with business users and internal developers.
• Identify, troubleshoot, research, and resolve customer issues in a timely manner.
• Document and elevate issues and workflows to appropriate development personnel when necessary.
• Exercise judgment within defined practices and policies for solutions.
• Work with end users on workflow and process questions.
• Coordinate with developers and software vendor to develop system solutions.
• Responsible for querying SQL Databases.
• Install and maintain SQL Servers.
• Research and resolve SQL Server software and database issues.
• Establish and maintain backup and recovery processes.
• Upgrading clients to new versions of the product.
• Work on development tasks assigned to the team.
• Installing peripherals and 3rd party devices.
• Proactively implement load balancing for client installs in hosted environments.
• Troubleshooting performance issues and offering recommendations and enhancements.
• Create internal documentation of processes to standardize installations and upgrades.
• Manage/work cases to maintain high customer satisfaction.
• Be flexible for on-call rotation.
• Other duties as specified by management.

Skills

Customer support

SQL Server

Server monitoring

Database recovery

Citrix

IIS

Disaster recovery planning

Windows operating system

Education

Bachelor's degree in Computer Sciences

Master's degree preferred

Tools

Citrix

IIS

SQL Server installations & maintenance

Job description

Job Purpose

Responsible for delivering the highest level of customer care while responding to product application and technical support questions from customers regarding the company’s software, specifically for performance as it relates to system features. Troubleshoot and resolve customer application issues when possible and working closely with development and QA to identify underlying coding and other issues necessary for resolution of client issues.

Responsibilities

• Provide technical and application support and expertise to the users.


• Work directly with business users and internal developers.


• Provide technical and application support and expertise to the users.


• Identify, troubleshoot, research, and resolve customer issues in a timely manner.


• Document and elevate issues and workflows to appropriate development personnel when necessary.


• Exercise judgment within general defined practices and policies in selecting methods and techniques for obtaining solutions.


• Work with end users on workflow and process questions.


• Coordinate with developers and software vendor to develop system solutions.


• Responsible for querying SQL Databases.


• Install and maintain SQL Servers.


• Research and resolve SQL Server software and database issues.


• Establish and maintain backup and recovery processes.


• Upgrading clients to new versions of the product.


• Work all development assists that is assigned to the team


• Installing peripherals and 3rd party devices.


• Work on development issues assigned to resolve issue


• Proactively implement load balancing for client installs in hosted environments.


• Troubleshooting performance issues and offering recommendations and enhancements.


• Create internal documentation of processes for use to help standardize technical installation and upgrades.


• Manage/work cases in a timely fashion to maintain high customer satisfaction.


• Must be flexible and available for on call rotation.


• Other duties as specified by management.

Required Skills

• Bachelors Degree in Computer Sciences required, Masters preferred


• Experience with hosted hardware and software configurations.


• Monitoring daily performance on servers.


• Analyzing and Recovering corrupt databases.


• Assisting in the design and implementation of new customers.


• Test and implement other solutions for performance related issues outside our control (i.e.: Citrix)


• Develop and implement IIS based client upgrading for when patches are installed.


• Experience querying SQL Databases.


• Expert understanding with installation and maintenance of SQL Servers.


• Ability to research and resolve SQL Server software and database issues.


• Monitor performance of virtual servers, virtual hosts, and recommends migrations and upgrades when necessary


• Assisting in disaster recovery planning for various aspects of the datacenter. This includes but is not limited to virtual hosts, virtual servers, storage, and networks.

Core Competencies

Accountability and Self-Management

• Must be able to multitask and demonstrate attention to detail.


• Must be self-motivated and able to work independently with little management or in a team setting.


• Must have a sense of urgency and be able to prioritize and plan daily activity.


• Must be a fast learner and able to grasp new concepts and workflows.

Teamwork and Leadership

• Must be able to make timely sound and accurate judgment when needed.


• Must be able to handle high stress situations and demonstrate persistence and overcome obstacles.

Communication

• Excellent communication, customer service, and organizational skills.


• Ability to communicate clearly and effectively with customers and internal staff both written and verbally. This includes correct spelling a proper grammar.


• Must speak confidently and persuasively in positive or negative situations.

Innovation and Problem Solving

• Attention to detail and advanced analytical and problem-solving skills is expected.

Computer Skills

• Advanced knowledge of SQL 2008R2, 2012, 2016.


• Moderate to Advanced knowledge of MS Office products.


• Strong knowledge of Microsoft Operating System.

Physical Demands

• May require sitting for long periods of time; also, stooping, bending, and reaching for files and supplies.


• Requires manual dexterity sufficient to operate a computer keyboard, answer a telephone, and run a copier and other office equipment as necessary.


• Employee must participate to help maintain the desirable work environment created by the management and company officials.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.