Software Support Technician job at CAMP Systems in San Diego, CA

CAMP Systems; San Diego (CA); Hybrid; USD 36,000 - 38,000; Full time

Job summary

CAMP Systems in San Diego, CA seeks a Software Support Technician to provide remote software system support, upgrades, and training. You’ll diagnose issues, guide clients through solutions, and escalate when needed, while owning problems until resolution.

Requirements include an associate degree with 2+ years’ experience, multitasking in fast-paced settings, and familiarity with SQL/Oracle and MS Office. Bilingual Spanish is a strong plus; aviation knowledge is valued.

Qualifications

• Associate degree or equivalent; 2+ years related experience or training
• Ability to multitask in a fast-paced environment
• Experience presenting basic software training information
• Aviation industry knowledge a plus
• Spanish bilingual is a big plus
• Ability to read/interpret technical procedures and communicate clearly
• Knowledge of accounting processes preferred
• Knowledge of networking standards
• Familiar with system administration
• Fluent with Microsoft Server and Windows OS
• Knowledge of accounting software (QuickBooks, Great Plains) a plus
• Knowledge of client/server software, SQL, and Oracle databases a plus
• Intermediate to advanced MS Office (Outlook/Excel)

Responsibilities

• Troubleshoot and resolve software issues via research/testing/remote access
• Provide Tier I help desk support via phone and email
• Guide clients through corrective steps in plain language
• Escalate incidents to Senior Engineers as needed
• Advise clients on best software usage aligned with processes
• Document information for a knowledgebase and process improvements
• Maintain adherence to maintenance timelines and procedures
• Assist other help desk technicians as needed
• Other duties as assigned

Skills

Multitasking

Bilingual Spanish

Software training experience

Reading/interpret technical procedures

Education

Associate degree

Tools

SQL

Oracle database

Microsoft Server

Excel

QuickBooks/Great Plains

Job description

Software Support Technician

Job Category: Software Development

Full-Time
Hybrid

Locations

1731 Kettner Blvd
San Diego, CA 92101, USA

What You Will Experience in This Role:

Component Control, a CAMP Systems Company, is in search of Software Support Technician to maintain customer satisfaction by providing remote software system support; identifying system improvements; upgrading, installing, and configuring systems; onsite, classroom and remote training of end users on the use of the software. All candidates must have the ability to: be on call beyond normal business hours and on weekends and participate in rotational after hours on call support on a regular basis. All candidates must assume ownership of issues and problems and resolve in a timely manner and have the ability to operate independently with a high degree of productivity and reliability and be open to working a flexible shift schedule.

Responsibilities:

• Troubleshoot, diagnose, identify, and resolve software issues by means of research, testing and remote screen sharing.
• Provide Tier I support answering the help desk phone line and email for all incoming service requests; includes the Emergency Support line.
• Provide answers directly to clients by identifying problems, researching answers, and guiding client through corrective steps quickly, clearly, and jargon-free.
• Escalates incidents to Senior Support Engineers and alert manager of priorities and problems.
• Consult customers on the ideal use of the software based on best practice and customer business processes.
• If unable to provide the solution, collect and document necessary information for appropriate specialist to address. Follows through all calls and issues until resolved.
• Create and maintain working documents which includes processes, procedures, FAQs, and known errors, etc.- contributing to a working knowledgebase.
• Adheres to Software Maintenance Agreement timelines and requirements.
• Assists other help desk Technicians as needed
• Other duties may be assigned

You have:

• Associate degree or equivalent from a two-year college/technical school; and a minimum of two (2) years related experience and/or training; or equivalent combination of education and experience
• Ability to multitask and work in a fast paced and environment
• Exposure/experience in preparing and presenting basic software training information
• Knowledge and/or experience of aviation industry a plus
• Bilingual a big plus (Spanish preferred)
• Must possess the ability to read, analyze and interpret technical procedures and understand general business correspondence and effectively present information and respond to questions via multiple methods of communication to both internal and external stakeholders
• Knowledge of and/or experience in accounting processes strongly preferred
• Knowledgeable in current networking standards
• Familiar with system administration
• Fluent with Microsoft Server and Windows operating systems.
• Knowledge of accounting systems a plus (i.e., Quick Books, Great Plains)
• Knowledge of client/server software systems, SQL, and Oracle database systems a plus
• Intermediate to advanced knowledge of Microsoft Office including Outlook and Excel
• Hardware/Software troubleshooting experience in environments servicing local and remote users
• Experience with Quantum Control a major plus

Compensation range - $26.44 - $27.88 / hour