End User Support Engineer

sc o p e o f a t y p ical Cus t o m e r S upp o rt a n d S e r v ic e s A g r e e m ent.

2 . Dai l y r e v i e w o f advi s o r y r ep o rts, ale r ts, mo n i t o ri n g d as hb o ar d s and su pp o r t a n a ly t ics to m ai n tain hi g h le v el o f s y s t e m a v ai l a b ilit y .

3 . Tr o ub l e sh o o t a n d r e s o l v e s y s te m issues. P r o act i v e l y i d entify s y s t em fail u res, f i x iss u es a n d pr o v i d e d e t ai l ed r o o t ca u s e a n al y sis rep o r ts.

4 . Tr o ub l e sh o o t a n d r e s o l v e data c o mm un ic a ti o n fail u r es w i th i n defi n ed s er v i c e l e v el ag r e e m ent.

5 . Escalat i o n m a n a g e m ent du ri n g critical e v ent s / a pp l i cati o n o u tage.

6 . Mai n tain r eg u lar c u s t om er c o n tact and call l o g s.

Education Qualification

For roles outside USA:

1 . F o u r ( 4 ) Y e ar D eg r ee in En g i n e e r i n g o r rel a t e d disc ip li n es.

2 . Minimum 3 y ears of e x p erie n ce w o rki n g in po w e r pl an t / i ndu strial s y st e m s r e l a t e d field.

3 . B ackg r o un d in power plant c o n tr o l s , tu n i ng, and/or o p ti m i z a ti o n i s r e qu ired

4 . Ab ility t o s o l v e c o m p l e x p r o b l e m s in d epen d ent l y .

5 . Mai n tain S L A's th r o ug h t h e i m p l e m entat i o n o f pro a cti v e issue d e t e ct i o n and r e p o rti ng .

6 . Ab le t o pr i o riti z e in co m p lex, fa s t - p aced en v i r o nm ent.

7. Experience with basic computer networking and common end user trouble shooting.

8. Experience with Windows, Mac, iOS, Android operating systems.

Business Acumen:
Ability to manage to aggressive deadlines while staying true to strategic outcomes

Ability to communicate effectively with technical and non-technical communities

Ability to understand and communicate complex business, and technical concepts clearly and accurately

Demonstrated customer focus

Personal Attributes:
Project management skills; demonstrated ability to deliver on-time and on-budget

Uses critical thinking skills and disciplined approaches to help leaders and leadership teams resolve issues and define solutions

Excellent communication skills and the ability to interface with customers with confidence and clarity

Ability to work independently on projects and a sharp eye for detail

Highly collaborative, team-oriented individual

Positive, enthusiastic and confident attitude

Note
To comply with US immigration and other legal requirements, it is necessary to specify the minimum number of years' experience required for any role based within the USA. For roles outside of the USA, to ensure compliance with applicable legislation, the JDs should focus on the substantive level of experience required for the role and a minimum number of years should NOT be used.

This Job Description is intended to provide a high level guide to the role. However, it is not intended to amend or otherwise restrict/expand the duties required from each individual employee as set out in their respective employment contract and/or as otherwise agreed between an employee and their manager.

Additional Information

Relocation Assistance Provided: No