Support Specialist with Emphasis on Engineering Analysis (EA)

SUPPORT SPECIALIST (With Emphasis on Engineering Analysis)
Department: Support

Reports to: EA Lead/VP of Support and Training
Division: Remote

Classification: Salary/Exempt/Full-time
JOB SUMMARY

An EA Support Technician is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer

issues and achieve customer satisfaction. The position will require some travel and after-hours on-call
support time.
ESSENTIAL FUNCTIONS

- Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all EA products and services function properly

- Advises customers on system settings and configurations that favorably impact software performance and user experience

- Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team

- Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles

- Document all customer interactions in a support ticketing system

- Adapt to new technologies and changes in software functionality through continuous product release cycles

- Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility

- Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job

QUALIFICATIONS

- Bachelor’s degree in Electrical Engineering or equivalent work experience

- Prior experience in the electric utility field is preferred

- Knowledge of Microsoft server/client operating systems, network architecture, and components

- Experience with Lua scripting is a plus

- Must be able to effectively communicate with customers, both verbally and in writing

- Able to adapt and learn new technologies and retain knowledge for future applications

Originally posted on Himalayas