The Senior Infrastructure Engineer is responsible for providing advanced technical expertise in support of Tyler software products across various complex technologies, such as virtualization, networking, servers, databases, and system performance.
* Work with internal and external customers on resolving complex network, server, and system technical issues. * Maintain, monitor and analyze performance of complex system components and make recommendations. * Develop system specifications, technical documentation, requirements, and KB Articles. * Prioritize workload and resolution to meet service level agreements. * Analyze and resolve complex customer issues, escalating to other departments as identified. * Participates in identifying and recommending complex technology solutions for clients. * Work closely with development and conversion teams on issue resolution and process improvement. * Tracks and recognizes knowledge opportunities; recommends and perform additional training as needed. * Provides training and mentors junior staff members. * Application performance troubleshooting. * Migrating clients from physical to virtual servers. * Datacenter Infrastructure assessments. * Rotating On-call support shift. * Multi-task by fielding client inquiries, resolving complex client issues of varying urgency, helping other team members etc. * Prioritize issues and demonstrate a sense of urgency. * Identify issue trends and recommend appropriate course of action to address. * Quickly master new products and technologies and provide effective training and consultation to internal and external clients. * Demonstrate ability to be professional, personable and proactive and have a strong understanding of Tyler products. * Demonstrate excellent partnering, communicating, and negotiating skills in order to gather client requirements and communicate effectively with the development, conversion and support staff. * Maintain composure under pressure and accurately access and resolve problem situations.
* BS/BA degree in related field or 7 years equivalent experience is required. * Windows Server OS 2012 - 2019 * Active Directory, DHCP Server, DNS, VPN * Storage: FC, SSD, HDD, NAS * Virtualization - Expert knowledge of VMware or Hyper-V. Application monitoring (Fiddler, Wireshark, SolarWinds, Idera, etc.) * Ability to explain virtual servers vs. physical servers and various cloud computing concepts. * Application monitoring (Fiddler, Wireshark, SolarWinds, Idera, etc.) * Azure or AWS cloud computing * Consultation services experience including preparing presentations for clients regarding virtualization best practices, optimal configuration guidance, and infrastructure assessments.
* Advanced knowledge of MS servers, virtualization, data storage, and networking. * Proficient knowledge of SQL and software development concepts. * Ability to multi-task, works as part of a team, and develops and train staff. * Previous experience working in a technical/application software support environment. * Ability to provide consultation services that educates on Tyler Technologies' best practices, application performance tuning, and industry standards for high availability.. * Excellent interpersonal skills including verbal and written communication skills, teamwork and customer service skills.
About Tyler Technologies
Tyler Technologies is a company that provides integrated information management solutions and services for the public sector, with a focus on local governments.