CAMP Systems is looking to solve the problem of maintaining customer satisfaction by providing remote software system support, identifying system improvements, and upgrading, installing, and configuring systems for the global business aviation industry.
Requirements
- Knowledgeable in current networking standards
- Familiar with system administration
- Fluent with Microsoft Server and Windows operating systems.
- Knowledge of accounting systems a plus (i.e., Quick Books, Great Plains)
- Knowledge of client/server software systems, SQL, and Oracle database systems a plus
- Intermediate to advanced knowledge of Microsoft Office including Outlook and Excel
- Hardware/Software troubleshooting experience in environments servicing local and remote users
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.
- 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.
Other
- Associate 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
- Ability to multitask and work in a fast paced and environment
- Must possess the ability to read, analyze and interpret technical procedures and understand general business correspondence and effectively present information and respond to questions via multiple methods of communication to both internal and external stakeholders
- Bilingual a big plus (Spanish preferred)
- Be on call beyond normal business hours and on weekends and participate in rotational after hours on call support on a regular basis
