Support Technician – Engineering Analysis

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🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Milsoft Utility Solutions

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1989

🤝 B2B

☁️ SaaS

⚡ Energy

B2B • SaaS • Energy

Milsoft Utility Solutions is a software company that provides integrated engineering, operations, outage management, and customer information systems for utility providers. Their platform includes GIS and field engineering tools, outage and storm management, contingency and engineering analysis, enterprise accounting and utility billing (CIS), meter data management/AMI support, work and financial management, and communications solutions such as IVR and automated customer service. Milsoft offers both on-premise and hosted solutions and integrates with best-of-breed partners to help utilities plan, operate, and communicate with customers more reliably and efficiently.

📋 Description

• 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 • Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all EA 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 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

🎯 Requirements

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