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Support Technician - Engineering Analysis

Milsoft Utility Solutions, Inc.
Posted 9 days ago, valid for 22 days
Location

Abilene, TX 79604, US

Salary

Competitive

Contract type

Full Time

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Sonic Summary

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  • The Support Technician position focuses on engineering analysis and requires a Bachelor's degree in Electrical Engineering or equivalent work experience.
  • Candidates should possess prior experience in the electric utility field, with knowledge of Microsoft server/client operating systems and network architecture.
  • The role involves providing technical support services, including installation and troubleshooting, in a 24/7 environment, utilizing various communication methods.
  • The position offers a salary of $70,000 to $90,000 per year, depending on experience, and may require some travel and after-hours support.
  • Strong communication skills and the ability to adapt to new technologies are essential for this role.

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

  1. Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all EA products 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 Electrical Engineering or equivalent work experience
  2. Prior experience in the electric utility field is preferred
  3. Knowledge of Microsoft server/client operating systems, network architecture, and components
  4. Experience with Lua scripting is a plus
  5. Must be able to effectively communicate with customers, both verbally and in writing
  6. Able to adapt and learn new technologies and retain knowledge for future applications


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