Infrastructure Support Analyst
About The Position
Municipal Software Corporation, part of Harris Computer's Frontline portfolio, is a trusted provider of purpose-built software for local governments. Our flagship CityView platform helps municipalities streamline permitting, licensing, planning, land management, code enforcement, and inspections — replacing paper-based processes with modern, citizen-friendly digital services. For decades we've partnered with cities, counties, and regional agencies across North America to help them serve their communities more efficiently and transparently. As part of Harris Computer — a global vertical market software leader with a long-term ownership philosophy — we combine the stability of an established organization with the focus and agility of a specialized business unit. Join a team that builds software that genuinely improves how communities' function.
Requirements
- Experience with AI tools for troubleshooting, analysis, documentation, and operational workflows.
- Experience in identifying repetitive operational activities suitable for automation.
- Experience in developing and maintaining automated operational processes and runbooks.
- Experience in validating AI-generated recommendations.
- Experience in contributing to AI-assisted knowledge management and self-service initiatives.
- Experience in collaborating with Support, Professional Services, Product, and Development teams.
- Experience supporting cloud-based (Azure, Expedient and others) and on-premise environments.
- Experience with environment provisioning, upgrades, monitoring, and maintenance activities.
- Experience in infrastructure modernization and operational improvement initiatives.
- Experience in maintaining security, reliability, and performance of customer environments.
- Experience with software installations, upgrades, patches, and environment configuration.
- Experience with infrastructure monitoring, system availability, and routine maintenance.
- Experience responding to and resolving customer support requests via phone, email, and ticketing systems.
- Experience interpreting technical problems and determining appropriate troubleshooting and resolution steps.
- Experience monitoring and following up on customer support issues through resolution.
- Experience providing internal technical support.
- Experience supporting Sales and other departments with technical expertise.
- Experience maintaining accurate records, status updates, and operational documentation.
- Experience performing database updates, additions, and modifications.
- Experience recognizing software defects and escalating appropriately.
Responsibilities
- Lead the implementation and deployment of applications within customer environments.
- Perform software installations, upgrades, patches, and environment configuration activities.
- Responsible for infrastructure monitoring, system availability, and routine maintenance activities.
- Respond to and resolve customer support requests through phone, email, and ticketing systems.
- Interpret technical problems and determine appropriate troubleshooting and resolution steps.
- Monitor and follow up on customer support issues through resolution.
- Provide internal technical support when required.
- Support Sales and other departments with technical expertise as required.
- Maintain accurate records, status updates, and operational documentation.
- Provide off-hours support as required to maintain service availability.
- Perform database updates, additions, and modifications required to resolve customer issues.
- Recognize software defects and escalate appropriately to Development teams.
- Utilize approved AI tools to accelerate troubleshooting, analysis, documentation, and operational workflows.
- Identify repetitive operational activities suitable for automation.
- Participate in the development and maintenance of automated operational processes and runbooks.
- Validate AI-generated recommendations prior to implementation.
- Contribute to AI-assisted knowledge management and self-service initiatives.
- Collaborate with Support, Professional Services, Product, and Development teams to improve operational efficiency through automation.
- Support cloud-based (Azure, Expedient and others) and on-premise environments.
- Perform environment provisioning, upgrades, monitoring, and maintenance activities.
- Participate in infrastructure modernization and operational improvement initiatives.
- Assist in maintaining security, reliability, and performance of customer environments.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
