SUPPORT TECHNICIAN (With Emphasis on FieldSyte)
Department: Support
Reports to: FieldSyte Lead/VP of Support and Training
Division: Remote
Classification: Salary/Exempt/Full-time
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.
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
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
Milsoft Utility Solutions develops software solutions for the utility industry, with a focus on electrical infrastructure design and management. The company offers products like FieldSyte, a platform used for staking and infrastructure design work. Milsoft serves utility customers across North America and provides 24/7 technical support services. The company emphasizes values centered on ethics, integrity, and corporate responsibility in serving the utility sector.
