Software Support Specialist - FieldSyte

SUPPORT TECHNICIAN (With Emphasis on FieldSyte) Department: Support Reports to: FieldSyte Lead/VP of Support and Training Division: Remote Classification: Salary/Exempt/Full-time ## Job Summary A 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 Functions - Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all FieldSyte 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 MultiSpeak 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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