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
- Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all OMS products 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 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
- Maintains regular, consistent, and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures
- 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 usually change the scope of the job
QUALIFICATIONS
- Bachelor's Degree in Computer Science or Information Technology preferred
- Knowledge of Microsoft server/client operating systems, network architecture, and components
- Experience with understanding SQL statements and creating SQL queries for data management
- Proficiency with mobile application deployment for both Android and iOS devices
- Familiarity with MultiSpeak or CIM standards for utility data integration is preferred
- Excellent communication skills, both verbal and written
- 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