Software Support Specialist - FieldSyte

SUPPORT TECHNICIAN (With Emphasis on FieldSyte)Department: SupportReports to: FieldSyte Lead/VP of Support and TrainingDivision: RemoteClassification: Salary/Exempt/Full-timeJOB SUMMARYA 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 FUNCTIONSDirectly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all FieldSyte modules and services function properlyAdvises customers on system settings and configurations that favorably impact software performance and user experienceMust be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development teamTranslate complex operational and system processes into clear instructions and/or explanations as knowledge articlesDocument all customer interactions in a support ticketing systemAdapt to new technologies and changes in software functionality through continuous product release cyclesUpholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibilityAny other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the jobQUALIFICATIONSBachelor’s degree in GIS, Computer Science, Information Technology, or equivalent work experienceExpertise in using electrical infrastructure design and staking softwareFamiliarity with MultiSpeak or CIM standards for utility data integration is preferredExperience understanding SQL statements and creating SQL queries for data managementKnowledge of Microsoft server/client operating systems, network architecture, and componentsProficiency with mobile application deployment for both Android and iOS devicesMust be able to effectively communicate with customers, both verbally and in writing Originally posted on Himalayas