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Software Support Technician

2 months ago

San Diego, United States CAMP Full time
Overview

CAMP Systems is the leading provider of aircraft compliance and health management services to the global business aviation industry. CAMP is the pre-eminent brand in its industry and is the exclusive recommended service provider for nearly all business aircraft manufacturers in the world. Our services are delivered through a “SaaS plus” model and we support over 20,000 aircraft on our maintenance tracking platform and over 31,000 engines on our engine health monitoring platform. Additionally, CAMP provides shop floor management ERP systems to over 1,300 aircraft maintenance facilities and parts suppliers around the world. CAMP has grown from a single location company in 2001, to over 1,000 employees in 13 locations around the world.

CAMP’s relationships with business aircraft manufacturers, aircraft maintenance facilities, and parts suppliers place it in a unique position to understand how current offline information flows in the business aviation industry to introduce friction to the global market for business aviation parts and services. CAMP is building a digital business that will streamline the exchange of parts and services and create substantial value for both CAMP and the aviation industry at large.

Component Control, a division of CAMP, is the developer of Quantum Control, a fully integrated business solution designed specifically for aviation MRO’s, Distributors and Manufacturing companies. Quantum Control’s comprehensive suite of modules streamlines business processes while optimizing a company’s operational performance.

CAMP is an exciting company to work for, not only because of its future growth prospects, but also because of its culture. Smart, motivated people, who want to take initiative, are given the opportunity and freedom to make things happen. CAMP is part of the Hearst Business Media portfolio.

Job Summary

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
Requirements
  • 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
  • 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 - $26.00 - $28.00 per hour, based on experience

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer. We understand the value of diversity and its impact on a high-performance culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

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 veteran status EOE