What are the responsibilities and job description for the Software Support Technician position at CAMP Systems International, Inc.?
About CAMP Systems:
At CAMP Systems, we are the trusted leader in aircraft compliance and health management, proudly serving the global business aviation industry. With over 20,000 aircraft and 33,000 engines supported on our cutting-edge platforms, and partnerships with more than 1,300 maintenance facilities and parts suppliers worldwide, we're shaping the future of aviation technology. Since our founding in 1968, we've grown to a dynamic team of 1,600 employees across 14 locations globally-all united by a passion for innovation and excellence.
Our Mission & Vision:
We connect the aviation industry through smart technology to make flight safer and more efficient, driving the future of aviation with intelligence and exceptional customer experiences.
Our Values & Excellence Mindset:
We are customer obsessed, trust-driven, owners of our work, stronger together, constantly curious, and boldly innovative.
What You Will Experience in This Role:
Component Control, a CAMP Systems Company, is in search of 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. All candidates must have the ability to: be on call beyond normal business hours and on weekends and participate in rotational after hours on call support on a regular basis. All candidates must assume ownership of issues and problems and resolve in a timely manner and have the ability to operate independently with a high degree of productivity and reliability and be open to working a flexible shift schedule.
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
You have:
- 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
- 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)
- 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
- Knowledge of and/or experience in accounting processes strongly preferred
- 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
- Experience with Quantum Control a major plus
Compensation range - $26.44 - $27.88 / hour
Why Work at CAMP?
Join a culture where your ideas matter, your impact is real, and your growth is supported. Be part of a team reimagining the future of aviation.
CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer - vets/disabled
CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact hr@campsystems.com.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or protected veteran status EEO.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
CAMP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.