Support Technician - with Emphasis on Outage Management System

SUPPORT TECHNICIAN (With Emphasis on Outage Management Systems)

Department:      Support Reports to:         OMS Lead/VP of Customer Service and Support Division:             Remote Classification:   Salary/Exempt/Full-time

JOB SUMMARY

An OMS 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 OMS 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 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. Maintains regular, consistent, and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures
8. Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
9. Any other duties that may be necessary or assigned from time to time. Such additional duties will not usually change the scope of the job

QUALIFICATIONS

1. Bachelor's Degree in Computer Science or Information Technology preferred
2. Knowledge of Microsoft server/client operating systems, network architecture, and components
3. Experience with understanding SQL statements and creating SQL queries for data management
4. Proficiency with mobile application deployment for both Android and iOS devices
5. Familiarity with MultiSpeak or CIM standards for utility data integration is preferred
6. Excellent communication skills, both verbal and written
7. Extremely well-developed interpersonal and citizenship skills; ability to get along with diverse personalities and to handle varied situations with tact and maturity; self-starter and motivated to learn