Technical Support Specialist I

Technical Support Specialist I
Position Summary:
This position is responsible for supporting, monitoring, and maintaining all Neptune fixed network (AMI) systems. The individual in this role will provide system support on all items related to the FixedBase System, which includes both licensed and unlicensed frequency data collection devices and their host software packages. Primary tasks include troubleshooting, monitoring, and resolving customer issues. This includes the setup and monitoring of hosted environments for those customers who desire Neptune to host their system. This individual will be required to work closely with Engineering, Marketing, MSOC, Host Vendors, and System Support departments to ensure that customers receive the highest level of uninterrupted service from their system and software. The Technical Support Specialist is the subject level expert on FixedBase systems, hardware, and software. The individual in this position will document processes and procedures and will develop and conduct training classes on the topic. He or she must be able to prioritize and manage multiple tasks simultaneously and must be willing to travel and perform troubleshooting onsite.
Resolve Customer Support issues.
Monitor system metrics and service level agreements.
Support SaaS accounts.
Document procedures and processes.
Provide internal and external training.
Develop and conduct tests in test environment.
Education: Bachelor of Science degree or equivalent
Experience: Minimum 2 years of support related experience
Proficiency in SQL. Network/Server experience preferred. Hosting administration experience preferred
Location: Tallassee, Alabama
Equal Opportunity Employer EEO/AA M/F/Vet Disability

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