Your Title: Systems Support Specialist

Job Location: Lake Oswego, OR (Portland)

Our Department: Customer Support

Backend, technical, systems support? Are you looking for an opportunity to combine a variety of skills and disciplines on a daily basis? Passionate about improving processes and helping both customers and internal/external teams reach their potential? 

What You Will Do

Systems support specialist is responsible for resolving system-related issues; monitoring and performance tuning in both self-hosted and cloud-deployed Viewpoint environments. This role serves as a support liaison between Viewpoint, third-party vendors and our customers:

• Provide telephone, and Internet support to customers who have questions or issues related to system configuration/setup, product functionality (attachments, scanning, printing, exporting), performance and hosted software services.

• Troubleshoot and solve technical issues including system performance, permissions, connectivity, login issues, and application errors.

• Provide expertise related to SQL Database Administration (back-ups, maintenance plans, user administration) for all Viewpoint product suites.

• Assist customers with Viewpoint software client/server environment.

• Assist customers with Viewpoint Cloud administration and services.

• Assist customers with software upgrades, migration, and transformation.

• Provide assistance to other departments with technical issues.

• Monitors, tracks, and documents customer support calls and related activities in the CRM system.

• Effectively document issues/feedback from customers for use by Development in research and resolution of defects.

• Develops Knowledge Base articles to document troubleshooting steps and common solutions to frequent calls for use by customers and peers.

• Implement performance optimizations suggested by the engineering personnel.

• Respond to alerts, and help monitor, tune, and configure Non-Production and Production monitoring for best sustainable performance.

• Follow documented processes for troubleshooting, engagement, escalation, and others with 3rd-party hosting partners.

• Research and diagnose issues independently or as a team.

• Support after-hours and on-call duties as required.

What Skills & Experience You Should Bring

• Knowledge of Active Directory, Windows Server administration, managing users, Group Policies, Security and permissions.

• Strong knowledge of SQL Server Database Administration and relational database concepts.

•  Working knowledge of configuring MS Outlook with IMAP/POP/Exchange servers.

• Experience in cloud-based environments such as AWS, Azure or IaaS-based providers.

• Experience with monitoring and analytics systems such as (Datadog, Solarwinds, New Relic).

• Demonstrated knowledge of basic networking concepts and terminology.

• Moderate knowledge of Scanning, Printing software installs and troubleshooting.

• Working knowledge of basic standard software such as:  MS Office suites, Adobe suites, multiple Windows OS platforms.

• Working knowledge of MS IIS (Internet Information Services).

• Experience with Virtual deployments (VMware, Hyper-V, KVM, or similar).

• Understand networking concepts such as routing, gateways, remote connectivity, and some network administration including VPN configuration.

• Experience with remote desktop takeover tools (Example: Google Meetings, WebEx, GoToMeeting, MS Teams).

• Demonstrated knowledge of remote connection technologies; including Citrix, and MS Terminal Server.

• Soft Skills such as Communication, Teamwork, Adaptability, Problem-Solving, Creativity, Work Ethic, Interpersonal Skills, Time Management.

• Bachelor’s degree, preferably major in computer science or relevant experience.

About Your Location

Trimble Viewpoint Construction’s goal is to enable a safe in office, hybrid or remote possibility for employees. Trimble will follow these principles when it comes implementing its Flexible Work Arrangement program:

• Prioritize the health and safety of our Trimble employees and families

• Provide flexibility to accommodate personal circumstances

• Keep the business running effectively

About Our Division

Trimble Viewpoint construction software solutions, part of Trimble Connected Construction, allow contractors to better manage their projects, processes and people, using the data gathered to lower risk and improve margins. With more than 40 percent of the ENR 400 on our platforms, Trimble Viewpoint innovations are transforming the construction industry by connecting operations across financial and HR systems, project management tools and mobile field solutions.

Trimble’s Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

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Pay Equity

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.

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Hiring Range:

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Bonus Eligible?

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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