Solutions Technician

Description

Job Summary:  Work closely with BIS clients throughout all phases of the software implementation life cycle, from planning to support, to perform the various assigned tasks to accomplish the client’s business objectives.

Essential Functions

Deploy

• Implement, test, and upgrade solutions in multiple client environments (i.e. Production, QA, Test) with a focus on risk mitigation
• Install and configure solution components per installation and design specifications
• Debugging and testing solution components and process flows
• Effectively troubleshoot software issues, and perform research for resolution
• Apply analytical and problem-solving skills to verify product through testing
• Adhere to solution best-practices

Train

• Document solution components, user methods, and procedures for training and/or training resources
• Produce training materials for administrators, end users, and other department personnel in the proper use of solution

Support

• Creation of documentation regarding solution configuration and user instructions in order to effectively support the solution
• Effectively conduct diagnostics to troubleshoot software issues, and perform research for resolution
• Provide technical assistance and customer support for routine and failure situations

Collaborate

• Assist with Analysis and Design
• Assist with current state analysis of client systems and organizational software needs
• Assist in providing design suggestions and best-practices for the solution across business processes, archive, business continuity, backup, recovery, and high availability
• Assist in compiling analysis results into documented solution designs and project plans
• Communicate project progress, issues, and concerns with clients, stakeholders, and coworkers.
• Communicate, both written and verbally, with clients, stakeholders, and coworkers
• Work with clients and technical resources throughout user acceptance testing (UAT)

Additional Functions:

• Planning and preparing for new projects
• Assist in-house support needs regarding hardware, software, and network applications
• Analyze ongoing performance and limitations to increase usability and achieve end goals
• Exceptional communication, both written and verbally, with clients, stakeholders, and coworkers
• Demonstrate punctuality, maintain attendance reliability and dependability
• Responsible for promoting, maintaining, and enforcing information security
• Actively promote a fast-paced, energetic environment that delivers a consistent brand experience for customers and employees
• Other duties as assigned by management

Knowledge, Skills and Abilities

Knowledge

• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes exceptional customer service with customer needs assessment, meeting quality standards for services, responding promptly and positively to service requests or assistance and evaluation of customer satisfaction
• Technology - A solid understanding of the BIS’s market: products, players, technologies, and operating system architecture and navigation
• Computers and Electronics - Knowledge of computer hardware and software, including applications and programming.

Core Skills

• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making
• Active Listening - Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Communication - Deliver instructions clearly and concisely, address client or employee questions and issues and respond to staff feedback; effectively communicate with clients, employees and vendors at all working levels within the organization, adjusting as necessary to provide the type and depth of information required for each recipient
• Grow and Learn - Thirst to learn and grow, acquire new skills
• Customer Service - De-escalate and troubleshoot advanced customer issues related to solution deployments
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents
• Speaking - Talking to others to convey information effectively
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one; ability to synthesize, analyze and extract implications
• Problem Solving - Strong analytical and problem-solving skills, including market research and data gathering

Social Skills

• Coordination - Adjusting actions in relation to others' actions
• Instructing - Teaching others how to do something
• Negotiation - Bringing others together and trying to reconcile differences
• Persuasion - Persuading others to change their minds or behavior
• Service Orientation - Actively looking for ways to help people
• Social Perceptiveness - Aware of others' reactions and understanding why they react as they do
• Inclusion – accepting and mindful of differences among diverse groups

Resource Management Skills

• Time Management - Managing one's own time productively

Abilities

• Investigate problems and identify the root cause in the event a resolution is not known

• Work independently, making key decisions with minimal direct oversight

• Stress tolerance, keen attention to detail under pressure and tight deadlines
• Effective interpersonal skills establishing and maintaining interpersonal relationship
• Independent thinker, present solutions to obstacles; identify efficiencies
• Transparently communicate with supervisors, peers, and senior leaders
• Communicate with persons outside organization
• Resolve conflicts and negotiating with others
• Develop objectives and strategies
• Provide consultation and advice to others
• Learn new software applications, especially Grooper
• Understand and exercise the definition of urgency
• Speak in a public forum to an audience of clients and/or prospects
• Multitask and prioritize work efforts and present ideas in user-friendly language
• Be curious
• Inspire others
• Self-directed, self-evaluative
• Drive original thinking, creative and innovative thoughts Challenge the status quo
• Comfortable in uncertainty
• Embrace differing points of view
• Look for ways to innovate – raise the bar
• Willingness for continuous personal, professional improvement
• Perform in an environment of continual change
• Thrive and produce results in a fast-paced, dynamic, entrepreneurial environment

• Computer proficiency with Microsoft Office 365
• Work collaboratively as a team member
• Maintain confidentiality of work-related information and materials
• Creative and resourceful with the ability to think outside of the box

• Maintain a positive attitude and professional appearance

Qualifications

Education Requirements (Education, Experience):

• Bachelor’s degree or Associate’s degree preferred
• A High School Diploma or GED required
• Minimum 3 years’ experience in Computer support required
• Application support and deployment experience preferred
• Ability to understand and write script code required

Technology Experience Preferred

• Database systems (SQL, Oracle)
• Database management software (SQL Management Studio, TOAD)
• Visual Studio for Microsoft.Net development (VB, C#)
• Microsoft Office
• Windows server and desktop operating systems
• Microsoft Active Directory
• Microsoft Internet Information Services

Physical Requirements:

• • Sitting for long periods of time
  • Lifting up to 35 pounds
  • Repetitive motion involving hands and fingers

Travel Requirements:

• Occasional to Frequent