End User Support Engineer

Job Description Summary

Responsible for providing “best-in-class” customer experience for collaboration and digital workplace technologies. You will be expected to leverage new technologies and analytics to continuously improve the customer experience. This position will be responsible for both working directly with customers, as well as providing technical leadership and to facilitate the adoption of new technologies and tools.

Job Description

Roles and Responsibilities

The job entails proactive monitoring and routine evaluation of GE Digital’s advanced analytics based solutions.

As Support Engineer You Will Be

• Responsible for delivering proactive Support for various GE Digital’s advisory solutions within the
  
  

scope of a typical Customer Support and Services Agreement.

• Daily review of advisory reports, alerts, monitoring dashboards and support analytics to maintain high level of system availability.
• Troubleshoot and resolve system issues. Proactively identify system failures, fix issues and provide detailed root cause analysis reports.
• Troubleshoot and resolve data communication failures within defined service level agreement.
• Escalation management during critical events/application outage.
• Maintain regular customer contact and call logs.
  
  

Education Qualification

For Roles Outside USA

• Four (4) Year Degree in Engineering or related disciplines.
• Minimum 3 years of experience working in power plant/industrial systems related field.
• Background in power plant controls, tuning, and/or optimization is required
• Ability to solve complex problems independently.
• Maintain SLA’s through the implementation of proactive issue detection and reporting.
• Able to prioritize in complex, fast-paced environment.
• Experience with basic computer networking and common end user trouble shooting.
• 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