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Software Support Specialist II

Location : Ocala
Job Type : Talent Center Postings
Hours : Full Time
Required Years of Experience : 1
Required Education : Associates Degree
Travel : No
Relocation : No

Job Description :

Company is the domestic and international leader in water meter testing and technology services.  With more than 25 years’ experience assisting municipal and private utilities throughout the world, has a long track recorded of success.


 


Core business and expertise include:


 



  • Patented Water Meter Testing Systems & Software Technology

  • Water System Specialty and Fabricated Products

  • Out-of-the-box thinking, allows business to leverage its unique, proprietary technology, patent positioning, manufacturing infrastructure, and world-class management strength, to further position itself as the leader in water industry.   


                                                                                                           


 


Position Summary:  


 



  • We are currently seeking a Software Support Specialist, where the position’s main requirements include installing, training, and providing post-install Tier 2 software and technical support for proprietary meter testing software (M3) and PC hardware installed in test bench equipment. 

  • The position rquires have a hands-on approach to remediate software / hardware issues and answer questions regarding the operation of the software.  

  • The position requires a self-starter who will coordinate with sales, electrical department, and management regarding new sales/upgrades to answer questions and develop a hardware/software plan which fits with customer needs.

  • The candidate will assist in providing customer and market feature / functional feedback for existing and new products to management.  

  • In addition, the Software Product Support Specialist will need to communicate with team members and customers over the phone and / or in person for training and troubleshooting.


 


Core Position Responsibilities:



  • Software Support Specialist – Tier 2 Support

  • Answer questions regarding the operation of the software using information provided by the Technology Development Manager

  • Troubleshoot software and hardware installations remotely or on-site with customer

  • Diagnose and coordinate replacement of faulty PC hardware

  • Reconfigure or reinstall MS SQL Express, MS Windows, IIS, and proprietary software as needed to provide the customer with a proper test environment

  • Coordinate travel and shipping of equipment with customer contact and management as needed

  • Escalate advanced issues and customer feedback to the management team for further action

  • Internal IT help desk support for internal Employees

  • Software Support Specialist – Installation/Training

  • Coordinate with sales, electrical department, and management regarding new sales/upgrades to answer questions and develop a hardware/software plan which fits with customer needs

  • Install and configure MS SQL Express, MS Windows, and IIS along with proprietary software to ensure all conditions of the project are met

  • Assure hardware/software compatibility during development and installation. 

  • Act as the primary interface with customer IT departments to answer any questions or coordinate installation, escalating requests to management as needed

  • Perform in-house and on-site installation of PCs and software to meet the project’s requirements

  • Provide on-site customer training of the operation and maintenance of proprietary software

  • “Soft Sales” - Introduce other hardware/software which may benefit customer, referring all questions and leads to the Director of Sales for follow-up

  • Report inventory adjustments according to MARS inventory practices to ensure proper inventory count and ordering


Salary:  $35, 000 - $45,000 Depending on experience

 


 


Required Qualifications :

Minimum Position Requirements:





  •  Associates Degree in Computer Repair and/or CompTIA A+ preferred; however, will consider similar vocational training and experience

  • 1 to 3 years in a computer technician environment or similar Military Experience

  • Ability to travel regularly

  • 3-5 Years’ experience in training, customer support and ability to work directly with customers

  • Ability to lift 25-50 pounds individually, 150 pounds as a team effort




Skills:




  • Demonstrated ability in the operation and configuration of MS Windows, MS SQL Server/Express, MS Office, IIS

  • Conceptual understanding of computer networking and configuration, from basic “island”-type to more complex enterprise-level integrations

  • Deep understanding and demonstrated ability of computer repair and troubleshooting

  • Competencies

  • Teamwork, initiative, multicultural sensitivity and interpersonal communication, ability to multitask and also easily move between tasks in certain situations, self-starter, ability to follow instructions from peers, willingness to whatever it takes to meet company and customer expectations.



Skills :
Comp TIA A+ Computer Technician Microsoft Office SQL
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