Support Specialist with Emphasis on Engineering Analysis (EA)

Milsoft; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Milsoft is seeking a Support Specialist with emphasis on Engineering Analysis to deliver frontline technical support in a 24/7 environment. You will troubleshoot, install, and maintain Milsoft products, communicating with customers through phone, email, and remote tools.

The role involves some travel and after-hours on-call support, reporting to the EA Lead/VP of Support and Training, in a remote division. A technical background in electrical engineering is preferred.

Qualifications

• Bachelor’s degree or equivalent experience in a relevant field.
• Experience in the electric utility sector preferred.
• Knowledge of Microsoft server/client operating systems, network architecture and components.
• Lua scripting experience is a plus.
• Strong written and verbal communication with customers.
• Ability to learn new technologies and retain knowledge for future applications.

Responsibilities

• Resolve technical support inquiries through remote troubleshooting and diagnostics.
• Advise customers on system settings and configurations to improve performance and UX.
• Create detailed tickets with reproduction steps for Development.
• Translate complex processes into clear instructions and articles.
• Document customer interactions in the ticketing system.
• Adapt to new technologies via product release cycles.
• Uphold Milsoft values of ethics and integrity.
• Perform additional duties as assigned.

Skills

Communication

Lua scripting

Server/Client OS

Network architecture

Education

Electrical Eng Degree

Job description

SUPPORT SPECIALIST (With Emphasis on Engineering Analysis)

Department: Support

Reports to: EA Lead/VP of Support and Training

Division: Remote

Classification: Salary/Exempt/Full-time

JOB SUMMARY

An EA 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 EA products and services function properly
2. Advises customers on system settings and configurations that favorably impact softwareperformance and user experience
3. Must be able to turn customer concerns and requests into detailed tickets, includingreproduction steps, for action by the Development team
4. Translate complex 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 productrelease cycles
7. Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly toethics, integrity, and corporate responsibility
8. 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

1. Bachelor’s degree in Electrical Engineering or equivalent work experience
2. Prior experience in the electric utility field is preferred
3. Knowledge of Microsoft server/client operating systems, network architecture, and components
4. Experience with Lua scripting is a plus
5. Must be able to effectively communicate with customers, both verbally and in writing
6. Able to adapt and learn new technologies and retain knowledge for future applications