Support Technician – Engineering Analysis

This is a fully remote position, open to applicants in Texas.

📋 Description

• The EA Support Technician plays a crucial role in delivering frontline technical support services to Milsoft customers, which includes installation, troubleshooting, problem resolution, and maintenance within a 24/7 support framework.

• Phone, email, and remote connection tools are employed to address customer issues and ensure satisfaction.

• This role may involve some travel and after-hours on-call support responsibilities.

• Technical support inquiries are resolved directly through remote troubleshooting and diagnostics, guaranteeing the proper functioning of all EA products and services.

• Customers are advised on system settings and configurations that enhance software performance and improve user experience.

• The technician must effectively convert customer concerns and requests into detailed tickets, including reproduction steps, for the Development team’s action.

• Complex operational and system processes must be translated into clear instructions and/or explanations as knowledge articles.

• All customer interactions are to be documented in a support ticketing system.

• The technician must adapt to new technologies and changes in software functionality through ongoing product release cycles.

• Upholding, safeguarding, and promoting Milsoft’s values and philosophy, particularly concerning ethics, integrity, and corporate responsibility, is essential.

• Additional duties may be assigned as necessary, but such tasks will not typically alter the job's scope.

⛳️ Requirements

• A Bachelor’s degree in Electrical Engineering or equivalent work experience is required.

• Previous experience in the electric utility sector is preferred.

• Familiarity with Microsoft server/client operating systems, network architecture, and components is essential.

• Experience with Lua scripting is considered a plus.

• Effective communication with customers, both verbally and in writing, is a must.

• The ability to adapt to and learn new technologies while retaining knowledge for future applications is necessary.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment that values integrity and corporate responsibility.