Software Support Specialist - FieldSyte

SUPPORT TECHNICIAN (With Emphasis on FieldSyte)

Department:      Support

Reports to:        FieldSyte Lead/VP of Support and Training

Division:            Remote

Classification:   Salary/Exempt/Full-time

JOB SUMMARY

A FieldSyte 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

1. Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all FieldSyte modules and services function properly
2. Advises customers on system settings and configurations that favorably impact software performance and user experience
3. Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
4. Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles
5. Document all customer interactions in a support ticketing system
6. Adapt to new technologies and changes in software functionality through continuous product release cycles
7. Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
8. 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

1. Bachelor’s degree in GIS, Computer Science, Information Technology, or equivalent work experience
2. Expertise in using electrical infrastructure design and staking software
3. Familiarity with MultiSpeak or CIM standards for utility data integration is preferred
4. Experience understanding SQL statements and creating SQL queries for data management
5. Knowledge of Microsoft server/client operating systems, network architecture, and components
6. Proficiency with mobile application deployment for both Android and iOS devices
7. Must be able to effectively communicate with customers, both verbally and in writing