Technical Support Engineer
hace 2 meses
Eaton is currently seeking a Technical Support Engineer colleague.
About Eaton:
Would you like to make a difference to the environment? Do you want to work for a global and ethical company? Join us and help us provide energy-efficient solutions that make a real impact. We make what matters work. To find out more about us check: here .
What you'll do:
As part of the EMEA Service Operations Team, directly reporting to the EMEA Software & System engineering Team leader, a Technical Support Engineer will provide technical phone/email support for various software products and hardware. The candidate will serve as a technical resource for internal and external customers to include pre and post-sales support. Technical Support Engineer responsibilities include resolving software issues, configuring systems and using available tools to provide immediate support.
Use phone, email, and chat applications to give clients quick answers to Level#1 software issues. For more complex problems that require nuanced instruction, this role will contact clients via phone and/or provide clear, written instructions and technical manuals or align actions with the business unit.
Provide technical assistance and support to customer's operation teams during the life cycle of the mission-critical environment on Eaton's power management/automation software suite.
Job responsibilities:
Provide technical support for EPMS software platform products also supporting services for internal and external organizational channels. Ask customers targeted questions to quickly understand the root of the problem. Document technical knowledge in the form of notes and manuals.
Diagnose customer issues and identify appropriate resolution through multiple media outlets including phone, email, onsite, web, etc. Maintain and update customer incidents (logs customer calls with respective resolutions, Open, Close tickets). Properly escalate unresolved issues to appropriate internal teams.
Limited hardware and software testing to duplicate customer issues. Communication with Senior Tech Support Engineers in the business units around customer status/issues/FAQs.
Provide on-site escalated customer resolutions directed and supervised by Senior Tech Support when required.
Continual Professional Development in Preparation of Technological Advancements. Refer to internal database or external resources to provide accurate tech solutions. Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Basic understanding of electrical power distribution systems and power quality concepts. Organize and file documentation pertaining to warranties and instructional guides for software products.
Basic understanding of multiple MS Server Operating Systems, Databases, Communication protocols (Modbus & BACnet), and networking concepts.
Ability to breakdown complex systems into simple terms easily understood by others. Assist management in creating training materials pertaining to software troubleshooting and usage.
Ability to analyze and troubleshoot hardware and software devices. Provide prompt and accurate feedback to customers.
Basic knowledge of automation systems, power management systems, power management products, communication protocols, etc.
Develop strong business relationships with internal and external customers based on high-quality customer service, integrity, and Eaton values.
Communicate effectively, positively, and proactively with customers. Strong verbal and written communication skills.
Provide senior stakeholders across the business with a solid foundation for collaboration and appropriate challenge to ensure successful delivery of goals.
Take ownership of customer issues reported and see problems through to resolution. Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Qualifications:
Degree in building services/electrical/mechanical engineering, electrical or electronics engineering.
Additional certification in Microsoft, SQL, or similar technologies is a plus.
Skills:
3-5+ years' experience working in data center, industrial, high-tech, or mission-critical environments.
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
Hands-on experience with Windows OS environments will be a plus.
In-depth knowledge of server platforms, virtualization theories and concepts, database design and engineering, data management, and disaster recovery/planning/risk assessment.
Conceptual understanding of Electrical Power Monitoring Systems (EPMS), Programmable Logic Controllers (PLC), Building Automation Systems (BAS), and Building Management Systems (BMS).
Technical understanding of mission-critical environments. In-depth knowledge of open BAS protocols and communications - BACnet, LON, MODBUS, Ethernet, Web-Services, and HTML.
Exceptional influencing and relationship building skills with soft leadership skills.
Demonstrate ability to succinctly communicate complex messages.
Demonstrates ownership & accountability.
No major restrictions on travel in EMEA region and/or to the USA.
Fluent English is a must and any other European language is an advantage.
What we offer?
Benefits packages.
Challenging projects in a dynamic collaborative team.
Flexible working solutions (home office) are implemented across different EMEA locations, check with the site HR what type of flexible working solution is available for this role.
We make your aspirations matter – Eaton encourages internal promotion whenever possible and we make your growth matter - We invest in our employees for the long term – not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University.
We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies.
#LI-EG1
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, colour, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation, or any other status protected or required by law.
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