**Important Information**
Experience: + 5 years
Job Mode: Full-time
Work Mode: Work from home
**Job Summary**
As a Senior Technical Support (10453), you will be part of a highly skilled technology team by support patching, upgrades, setup & configuration, refining SQL, queries, Stored Procedures, SQL DBA tasks & Network admin tasks.
**Responsibilities and Duties**- Respond to client issues in accordance to the defined support process.
- Maintain/document detailed case histories, with clear actionable steps taken and planned in SalesForce.
- Submit software defects and enhancements as per department guidelines to ensure software design changes are properly documented.
- Connect with the client's system over a SecureLink session (or alternative) to recreate and document.
- Document and update knowledge base articles that are viewed by our internal staff and clients.
- Serve as a liaison with customers, sales, development, and QA to resolve issues.
- Successfully completes all product training and certification exams.
- Manage and deploy Support's internal Expert product environments
- All other duties as assigned.
**Tech Tools**:
- Security
- APIs
- Alerts
- Printer Setup
- SSRS Security
- MSI Installation
- SQL Server
- Windows Servers and Workstations
- Service Errors/Failures
**Qualifications and Skills**
- Experience with software products setup and their environments
- Experience on how to start, stop, and reset Event Server and SQL jobs
- Experience doing basic and complex API troubleshooting
- Experience granting rights to SSRS reports
- Experience with SQL Alerts
- Experience doing setup and review ping logs
- Familiar with the installation/update process for software products
- General understanding of IIS and verifying services are functional
- High level understanding of load balancers and how they interact with our services
- Can narrow down long running queries and blocks
- Understands web.config files and how to safely modify them
- SQL performance plan review and index optimization
- Advanced English Level (B2+ as minimum)
About Encora Encora is the preferred digital engineering and modernization partner of some of the world's leading
enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora's technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.
At Encora, we hire professionals based solely on their skills and qualifications, and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
