Job description
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
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.