Support Technician - Engineering Analysis

**SUPPORT TECHNICIAN (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