Support Technician - with Emphasis on Outage Management System

Confidential

Not specified permanent

Posted: April 16, 2026

Job Description

SUPPORT TECHNICIAN (With Emphasis on Outage Management Systems)

Department: Support
Reports to: OMS Lead/VP of Customer Service and Support
Division: Remote
Classification: Salary/Exempt/Full-time

JOB SUMMARY

An OMS 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

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

Maintains regular, consistent, and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures

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 usually change the scope of the job

QUALIFICATIONS

Bachelor's Degree in Computer Science or Information Technology preferred

Knowledge of Microsoft server/client operating systems, network architecture, and components

Experience with understanding SQL statements and creating SQL queries for data management

Proficiency with mobile application deployment for both Android and iOS devices

Familiarity with MultiSpeak or CIM standards for utility data integration is preferred

Excellent communication skills, both verbal and written

Extremely well-developed interpersonal and citizenship skills; ability to get along with diverse personalities and to handle varied situations with tact and maturity; self-starter and motivated to learn

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