Support Technician - with Emphasis on Outage Management System

Requirements

• 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