Data and IT Customer Support Engineer

RESPONSIBILITIES:

This engineer will be located in the United Kingdom and will provide GE Vernova AEMS Reliance system support for the customers in United Kingdom and Europe. The position will provide a first point of contact for customers and then will work closely with Subject Matter Experts to troubleshoot and resolve all customer issues.

• Monitor customer cases and Handle out of hours emergency calls routed.
• Take ownership of technical cases.
• Work with customers to gather information, investigate, diagnose, and resolve issues.
• Liaison with SMEs Team and other AEMS Reliance experts (including product engineering and service teams) for further support.
• Assistance with the installation and testing of patches onto the customer's systems.
• Assistance with configuration management, system tuning, database cleansing, pro-active system monitoring, and general system administration tasks.
• Advising and assisting with System Upgrade planning.
• Facilitating the relationship between customer and 3rd party vendors with whom the customer contracts directly.
• Advising on strategy for end of life hardware items.
• Support planning, coordination and logistics.
• Communication, performance reporting.
• Travel to customer sites in the region as required.

DESIRED:

• Prior experience with Energy management systems, other SCADA systems or critical infrastructure (software and hardware)
• Strong communication skills.
• Independent and Team player.
• Effectively Multi-task
• Prioritize workload effectively.
• Willingness to accept and promote change.
• Willingness to follow all applicable job procedures
• Ability to take ownership of issues and get them resolved

QUALIFICATIONS:

• BA or Master in Computer Engineering, Electrical Engineering or related technical degree.
• Fortran, UNIX (Linux preferred shell scripting), C/C++, Java, SQL, Python
• Ability to read and interpret complex logs & debug source code.
• Broad SCADA EMS or PowerOn Reliance system knowledge.
• System configuration, IT asset management
• Experience picking up and installing fixes on live customer systems preferred.
• Proven track record of problem analysis, identification and resolution.
• Strong troubleshooting & debug skills.
• Experience with Git / Clear Case / Configuration Management Systems.
• Customer communication skills.
• Must be able to speak and write in English