Support Specialist with Emphasis on Engineering Analysis

Milsoft Utility Solutions is seeking a Support Specialist with an emphasis on engineering analysis to provide frontline technical support to customers in a 24/7 environment. The role focuses on installation, troubleshooting, diagnostics, customer communication, ticket documentation, and translating complex system processes into clear knowledge articles, with some travel and after-hours on-call support required.

Responsibilities:

• 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:

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