Job description

Component Control (a CAMP Systems Company) is in search of a Software Support Technician to maintain customer satisfaction by providing remote software system support; identifying system improvements; upgrading, installing, and configuring systems; onsite, classroom and remote training of end users on the use of the software.

Responsibilities:

• Troubleshoot, diagnose, identify, and resolve software issues by means of research, testing and remote screen sharing.
• Provide Tier I support answering the help desk phone line and email for all incoming service requests; includes the Emergency Support line.
• Provide answers directly to clients by identifying problems, researching answers, and guiding client through corrective steps quickly, clearly, and jargon-free.
• Escalates incidents to Senior Support Engineers and alert manager of priorities and problems.
• Consult customers on the ideal use of the software based on best practice and customer business processes.
• If unable to provide the solution, collect and document necessary information for appropriate specialist to address. Follows through all calls and issues until resolved.
• Create and maintain working documents which includes processes, procedures, FAQs, and known errors, etc.- contributing to a working knowledgebase.
• Adheres to Software Maintenance Agreement timelines and requirements.
• Assists other help desk Technicians as needed.
• Other duties may be assigned.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies: (add/delete as appropriate for specific position)

• Problem Solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations.
• Technical Skills - shares expertise with others.
• Customer Service - manages difficult or emotional customer situations; responds promptly to customer needs; solicits internal and external customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Communication - speaks & writes clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.
• Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Judgment – displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; makes timely decisions.
• Professionalism - approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration; accepts responsibility for own actions; follows through on commitments.
• Quality - demonstrates accuracy and thoroughness; looks for ways to improve and promote quality.
• Adaptability - adapts to changes in the work environment; changes approach or method to best fit the situation.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Takes independent actions and calculated risks; Asks for and offers help when needed.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Requirements:

• Associates degree or equivalent from a two-year college/technical school; and a minimum of two (2) years related experience and/or training; or equivalent combination of education and experience.
• Exposure/experience in preparing and presenting basic software training information.
• Knowledge and/or experience of aviation industry a plus.
• Bilingual a big plus (Spanish preferred).
• Knowledge of and/or experience in accounting processes strongly preferred.
• Able to assume ownership of issues/problems/projects and resolve in a timely manner.
• Ability to operate independently with a high degree of productivity and reliability. Must have the ability to be on-call beyond normal business hours and on weekends. Incumbent will participate in rotational after hours “on call” support on a regular basis.
• Able to assume ownership of issues/problems/projects and resolve in a timely manner.
• Ability to operate independently with a high degree of productivity and reliability.
• Knowledge in current networking standards
• Familiar with system administration
• Fluent with Microsoft Server 2003 and Windows XP/Vista
• Knowledge of accounting systems a plus (QuickBooks, Great Plains etc.)
• Knowledge of client/server software systems, SQL, Interbase/Firebird, and Oracle database systems a plus!
• Intermediate to advanced knowledge of Microsoft Office suite
• Hardware/software troubleshooting experience in environments servicing local and remote users
• Experience with Quantum Control

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekend availability

Ability to commute/relocate:

• San Diego, CA 92101: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person

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