[Hiring] Support Specialist @Milsoft Utility Solutions, Inc.

Role Description

A GIS Support Specialist 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. The role demands a blend of GIS knowledge, Esri-based systems, and field staking software expertise.

• Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all GIS and Staking 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.
• 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.

Qualifications

• Bachelor’s degree in GIS, Geography, Electrical Engineering, Computer Science, or Information Technology (or equivalent experience/certification).
• Proficiency in Esri ArcGIS Desktop/Pro required, experience with ArcGIS Online a plus.
• Need an understanding of coordinate systems and spatial file formats (Shapefiles, Geodatabases, and GeoJSON).
• Familiarity with MultiSpeak or CIM standards for utility data integration is preferred.
• Experience with Python (ArcPy) or SQL queries for data management.
• Knowledge of cloud-based spatial data or Enterprise Geodatabases (SDE) is a plus.
• Must be able to effectively communicate with customers, both verbally and in writing.