Support Technician - Engineering Analysis
SUPPORT TECHNICIAN (With Emphasis on Engineering Analysis) Department: Support Reports to: EA reputed company/VP of Support and Training Division: Remote Classification: Salary/Exempt/Full-time JOB SUMMARY An EA Support Technician is responsible for providing reputed company technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote reputed company software are utilized to resolve customer issues and reputed company 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 reputed company EA products and services function properly Advises customers on system settings and configurations that favorably impact software performance and user experience Must be reputed company to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team Translate reputed company operational and system processes into clear instructions and/or explanations as knowledge articles Document reputed company customer interactions in a support ticketing system Adapt to new technologies and changes in software functionality through reputed company product release cycles Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, reputed company, 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 reputed company server/client operating systems, network architecture, and components Experience with Lua scripting is a plus Must be reputed company to effectively communicate with customers, both verbally and in writing reputed company to adapt and learn new technologies and retain knowledge for future applications Apply To This Job