• Sr Technical Support Consultant(SQL Experience)

    Job Locations IN-Pune
    Posted Date 2 months ago(3/8/2018 3:40 AM)
    Requisition ID
    Client Service/Support
  • Overview



    Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver worldclass outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


    The primary purpose of this role is to provide higher-level technical support to customers via the telephone and/or Internet (e.g., instant message, email). The incumbent will assess the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem solving skills. He or she will also maintain a log of system issues and conveys customer feedback to product development staff, possess a high level knowledge of organization's products, and assist field technicians who are troubleshooting problems or repairing products.




    Consultants would be able to employ their cross-functional knowledge and expertise in all technologies that comprise the application infrastructure, in order to establish the factors influencing performance and develop plans for addressing them. This is accomplished by:


    • Troubleshooting & collection of diagnostic information using TouchWorks Performance Troubleshooting Kit, ADPlus, ProcMon, Wireshark, Microsoft performance and diagnostic software and other tools
    • Cross-reference diagnostic information with various baselines, previously obtained data, design specifications and the empirical testing results
    • Research the Knowledge Base, interacting with Development teams, Microsoft Premier and Alliance Support, Citrix Support, VMWare Support, Cisco Support, etc. in order to correlate the diagnostic findings with the already developed solutions
    • Collaborate with Development teams, Microsoft Premier and Alliance Support, Citrix Support, VMWare Support, Cisco Support in developing a solution for new issues
    • Provide technical support during the implementation delivery process including triaging and troubleshooting reported by customer and implementation team
    • Track and document inbound support requests and ensure proper notation of customer problems or issues
    • Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
    • Document problems and solutions to train lower-level support on how to properly address customer or product problems



    Candidate would be able to assist our clients with issues related to performance optimization through services such as:


    • Performance monitoring, measurements and capacity planning of Production Software solutions, recommending changes to Allscripts products and “standardized” System configurations
    • Working with clients to implement and improve the database infrastructure environment
    • Provide support to IT staff of our clients, troubleshooting and resolving database and infrastructure problems including Citrix & Proxy.
    • During such interaction, they would be able to teach clients the best practices in environment optimization and maintenance requirements necessary to keep client systems working at a high level of speed and reliability
    • Implement and teach prescribed practices in performance management and capacity planning for systems, as identified through performance testing within Allscripts, to ensure the necessary system capacity and performance is available as required


    A significant portion of the job is dedicated towards improving the tools, methodology and the knowledge database that would benefit entire client base. This is accomplished by:


    • Regular contribution to Knowledge Base with FAQ/FYI Knowledge Articles
    • Regular revisions, grouping and phasing out of existing KAs.
    • Interact with Team Lead and product development to improve on current design or to identify possible problems with design
    • Stay abreast of current technology in products, design changes, and new products offered
    • Development of new procedures and policies to improves services.
    • Training Customers and Allscripts Staff in Performance team areas of expertise





    Academic and professional qualifications:

    • 4 year degree in Computer Science or Engineering, or combination of equivalent skills and experience
    • Microsoft certifications in SQL or Windows Server technologies (MCTS, MCITP)
    • Knowledge of Fiddler, Wireshark, PowerShell, Java Script/C#, Batch Files, HTML will be an advantage.



    • Administering and troubleshooting SQL 2012-based client/server applications including SQL Server Reporting Services.
    • Proficiency with Transact-SQL.
    • Working experience with SQL Profiler, Query optimization, writing StoredProcedure and Trigger.
    • Expertise with Microsoft Server technologies and high availability and redundancy solutions, such as Failover Clustering, SAN and virtualization technologies.
    • Experience in system administration of large, mission-critical computer systems, including installation and configuration of software products.
    • Understanding of software development process and client/server and SOA concepts.
    • Virtualization technologies
    • Storage Area Networking (SAN)

    Travel Requirements:

    • Minimal Travel May Be Required


    Working Arrangements:

    • Able and willing to work on ‘shifts’ or to be on an ‘after hours’ beeper rotation
    • Work is performed in a standard office environment with minimal exposure to health or safety hazards


    At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.


    We are an Equal Opportunity Employer. No job applicant or employee shall receive less favorable treatment or be disadvantaged because of their gender, marital or family status, color, race, ethnic origin, religion, disability or age; nor be subject to less favorable treatment or be disadvantaged on any other basis prohibited by applicable law.


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