Software Support Specialist - FieldSyte Job Columbus area,Ohio USA,IT/Tech

SUPPORT TECHNICIAN (With Emphasis on Field Syte)

Department:
Support

Reports to:

Field Syte Lead/VP of Support and Training

Division:
Remote

Classification:
Salary/Exempt/Full-time

JOB SUMMARY

A Field Syte 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 Field Syte modules 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 GIS, Computer Science, Information Technology, or equivalent work experience

Expertise in using electrical infrastructure design and staking software

Familiarity with Multi Speak or CIM standards for utility data integration is preferred

Experience understanding SQL statements and creating SQL queries for data management

Knowledge of Microsoft server/client operating systems, network architecture, and components

Proficiency with mobile application deployment for both Android and iOS devices

Must be able to effectively communicate with customers, both verbally and in writing

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