POWER360 Application Support Technician - Remote

POWER360® Application Support Technician - Remote

Roles and Responsibilities

POWER Engineers, Inc. (POWER) provides program and project management services for our client’s major electric power delivery projects across North America and select programs globally. POWER differentiates itself in the market by applying highly skilled and collaborative talent, processes, and innovative technology that can be adapted to each client’s specific needs. Our program management Software as a Service (SaaS) solution, POWER360, provides for successful collaboration on our major projects and programs. We are seeking a talented and experienced Application Support Technician who will be responsible for technical and customer support inquiries as they relate to POWER360. Technical support for configuration, machines, databases, web applications, collaboration tools, and business intelligence applications are key for this position. Since POWER promotes strong customer service at every level, managing and developing client relationships are very important for this position.

This position is posted in Phoenix, AZ; but can work remotely from any location in the U.S. (Please note where you will be located in the application).

Key Responsibilities

• Promote company culture and manage internal, as well as external relationships


• Perform local and remote troubleshooting of web-based and mobile applications


• Assist in system analysis, design, development, and testing activities


• Provide internal/external customer support promptly and follow-up to ensure full and satisfactory resolution of issues


• Escalate issues to other subject matter experts as needed
  
• Maintain contact with the customers until issues are resolved


• Provide user training as needed
  
• Develop and maintain user training documentation


• Perform common user administration lifecycle functions (onboard, maintenance, and decommissioning)


• Plan and execute configuration tasks based on business requirements


• Implement security via application permissions to ensure data is protected


• Develop and maintain Application Support process documentation


• Identify areas for process improvement and work with the PMIS Team to help implement them
  
• Proactively manage the work to prevent repeat issues

Required Education and Experience

• Bachelor’s degree in Computer Information Systems (CIS), Computer Science (CS), or degree in a related technology field
  
• Two (2)+ years of experience in a service desk or technical support environment
  
• Ability to leverage and monitor application and event logs


• Basic knowledge of wired wireless, cellular network connectivity


• Self-directed, self-starter, and motivated with the ability to work well with minimal supervision


• Must be able to work in a fast-paced environment
  
• Must be able to manage and prioritize multiple tasks, escalating as needed


• Must be able to diagnose and resolve issues


• Must be customer-focused and able to deliver excellent, timely, and thorough customer service
  
• Must have strong communication skills written, oral, and listening


• Must be detail-oriented and highly-organized


• Must be able to work effectively and efficiently
  
• Must have the ability to establish good working relationships with users and co-workers

Preferred Education and Experience

• Two (2)+ years of applicable industry or utility experience


• Experience supporting Microsoft Teams users


• Working knowledge of scripting and programming languages (i.e., SQL, PowerShell, Python, and JavaScript)


• Experience with Microsoft Power Platform (Power Apps and Power Automate) or other workflow\process tools


• Ability to configure new and existing scheduled tasks in Windows Server or other platforms


• Knowledge of Geographic Information Systems (primarily the Esri platform)


• Familiarity with Apple iPads and the ability to troubleshoot them


• Experience with testing software applications


• Ability to perform troubleshooting with fiddler and other browser-based tools


• Working knowledge of configuring SharePoint (new or existing - pages, web parts, and permissions)


• Experience gathering requirements and configuring Hexagon’s application EcoSys


• Ability to document business processes and procedures


• Related industry certifications from Microsoft, ITIL, or other organizations

Company Overview

At POWER Engineers, Inc. you can have a rewarding career at every level. In addition to challenging and meaningful work, you’ll have the chance to make a positive impact on the environment, participate in a range of diverse and unique initiatives, and find the support, coaching, and training it takes to advance your career. We encourage new ideas and fresh approaches and most importantly, we strive to be our client's first choice. These traits – and deep technical skills – account for our success. Have fun, do good work, and make money. As an employee-owned company, we strive to make POWER Engineers an appealing place to work, where we perform projects that we find challenging and in which we excel. We provide competitive compensation, a full benefits package, professional development, and an appealing work environment. POWER Engineers is a unique and fun engineering firm, which may be contradictory to some, but it works well for us.

EOE, including disability/vets

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