GIS| Support Engineer

Jobbeschreibung Zusammenfassung

Role
• Establishing a strong and trusted customer relationship, representing GE Support across customer’s full lifecycle engagement
• Delivering critical support services and providing dedicated Customer Support ownership across key customer accounts
• Championing the technical delivery of customer support across complex customer solutions & multiple product suites

Stellenbeschreibung

Responsibilities:
• First and second level support & case management for problem resolution, technical analysis of complex customer application issues, reporting defects and providing workarounds to customers (including patches)
• Driving frequent customer reviews to manage the support service delivery, report on performance and ensure proactive engagement, such as weekly case reviews, contractual SLA management, coordinating the maintenance team activities and awareness of scheduling activities required for both GE & customer
• Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing, including knowledge sharing (showcases, presentations, blogs)
• Identify and coordinate resources necessary to solve issues; escalating and coordinating multiple teams of expertise (domain, product, engineering, partner) where required to ensure SLAs are met
• Engaging with sales, commercial and project delivery teams to secure successful handover into support, to champion customer success quality and agreed support handover acceptance criteria
• Coordination of subject matter expertise across multiple teams to deliver successful and stable support operations, during the project phase and into stable operational support

• Champion process improvement and return on experience to deliver customer success

Essential Skills
• Bachelor’s Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) or comparable discipline from an accredited university or equivalent. B. Tech/ B. E. (IT/ ECE/ electrical/ equivalent).

Overall experience of 5 7 years
• Professional customer facing delivery expertise in the utility or telco domain • Demonstrable experience influencing multi-disciplinary teams

• Excellent customer facing skills, managing interactions to establish credibility and trust
• Able to develop and execute against a delivery plan
• Excellent fluent written and verbal English skills
• Effectively communicate both verbally and in writing with peers and team members as an inclusive team member
• Able to prioritize and multi-task as well as to work as part of a regional team
• External customer focus understanding customer business processes
Desirable skills
• Smallworld utility (EO) or telco (PNI) domain expertise essential, Smallworld 5 preferred
• Smallworld Database and System Administration experience (e.g. VMDS, superfiles, backup and recovery etc.)
• Programming skills (e.g. Magik, Python, Java) and web technologies (Javascript, HTML5, CSS, AngularJS) appropriate for customer support e.g. debugging, code analysis and developing workarounds
• Experience of the electricity and/or other utility domains (including telco)
• Commercial or sales experience with an understanding of scope definition, work estimation, cost, resourcing & planning as well as service delivery and execution
• DevOps and agile methodology awareness
• IT expertise – hardware specifications, troubleshooting, file-systems etc. Experience in UNIX and/or Windows operating systems
• Awareness of established best practice service methodologies such as ITIL and Prince2

• Experience of Citrix, VMware, Cloud computing (e.g. AWS and Azure) & Containerization (e.g. Docker and Kubernetes) technology
• Database Administration skills (e.g., Oracle, SQL Server, Oracle Spatial, Postgres)

Zusätzliche Informationen

Umzugshilfe bereitgestellt: Nein