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Sr. Technical Support Specialist

Landis+Gyr is a leading global provider of integrated energy management solutions for the utility sector. Offering one of the broadest portfolios, we deliver innovative and flexible solutions to help utilities solve their complex challenges in Smart Metering, Grid Edge Intelligence and Smart Infrastructure. With sales of USD 1.7 billion in FY 2019, Landis+Gyr employs approximately 5,500 people in over 30 countries across five continents, with the sole mission of helping the world manage energy better. More information is available at the Landis+Gyr website landisgyr.com

 

 

The primary job function for this position is to provide specialist support for internal and external customers using ITIL-based practices and procedures to provide best in class technical experience support. Additionally, this role performs as the communication hub for customers. Primary responsibilities include issue management that comes from customer inquiries associated with L+G products and services. Develop solutions to complex application problems, system administration issues, or network concerns. Support systems management and integration activities. This position is responsible for troubleshooting issues and escalating as necessary to the correct resources. Notifications and updates on issues are provided on a frequent basis via support tools, including email or phone.

 

Key Responsibilities:
•    Troubleshoot – Initiate, Reproduce and replicate
o    Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a data hosting customer agreement. 
o    Troubleshooting and reproduce issues associated with L+G products and services through the use of various tools, applications and techniques.
o    Dedicated to working with key customer sites.
o    Request for assistance, information, and the packaging up of issues for sustaining, or next level of support.
o    Implements improvements to internal Customer Experience programs, processes and procedures.
o    Utilizes customer feedback to identify required changes to company Products. Communicates change to Product Specialist group by submitting Request for Change notices, Feature Requests, and Defect notices.

•    Products Supported
Effectively, and proficiently provides support assistance at a Subject Matter Expert level for L+G products
•    Case Resolution – escalation and product 
o    Receives and resolves incident, problem and service requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
o    Escalates incidents in accordance with the Customer Support procedures.
o    Provides bypass and restoration techniques or solutions.
o    Coordinates and completed large technical level projects for customers escalated from interal teams as needed.

•    KB – Publisher, Reviewer and Author
Helps to maintain the Customer Support Knowledge Base content, as author, publisher, and reviewer.
•    Case Management
o    Logs, accurately tracks and documents all cases in tracking system.
o    Act as communication nucleus for all of Customer Operations including case management responsibilities. Assists peers to formulate and provide "plans" to customers as required.
o    Acts as escalation point for the team; responsible for knowledge transfer for escalated incidents back to the team via training.
o    Acts as technical coach and mentor for others.
o    Maintains individual education plan with goals to achieve.

    Supports and adheres to Company’s core values.
    Performs other duties or responsibilities as assigned or required.
    Supports and adheres to Company’s Code of Conduct and Ethics Policy.
    Represents Company in a positive, professional manner when working with both internal and external customers.

 

Education and Experience:

Required Minimum Level of Education: Bachelors Degree
Required Minimum Years of Experience: 2+ to 5

Desired Education/Experience:  Bachelor’s degree in electric engineering or related field

-    Oracle / SQL
-    Putty
-    CommandLine
-    PowerShell
-    Networking fundamentals
-    Radio Frequency (RF) experience a plus. 
-    Ability to multi-task
-    Strong interpersonal and communication skills
-    Ability to work independently and within a team.

•    Personal Computer skills
•    Proficient with Microsoft Office Suite 
•    Keyboard/typing skills 
•    Ability to effectively communicate both verbally and in writing. 
•    Write and execute SQL and/or Oracle queries (technology specific).
•    Data analysis
•    Technical troubleshooting
•    Self-motivated
•    Leadership and Coaching


EOE      AA      M/F/Vet/Disability      VEVRAA      Federal Contractor
 

 

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.

Job Title:  Sr. Technical Support Specialist

Location: 

Alpharetta, GA, US

Requisition ID:  2983
Date Posted:  Mar 30, 2021


Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta

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