Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better – since 1896. 
With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.

Position Summary:

The Landis+Gyr Associate NOC Technician is primarily responsible for monitoring and supporting cloud applications and infrastructure in a 24/7/365 environment. Guided by Information Technology Infrastructure Library (ITIL) based best practices, the Associate NOC Technician this position is responsible for alarm and incident management.  The Associate NOC Technician will perform initial triage, attempt to resolve issues by following documented procedures, and escalate to other functional support teams and leadership as necessary. This position has the potential of taking calls 25% of the day, from both internal and external customers.  Additionally, this role acts as the communication hub for the Cloud Services Center, regularly sending notifications and updates on incidents and events to the customer and all levels of the organization.

Key Responsibilities:

• Monitoring all cloud applications and the underlying infrastructure.  Responsible for Alarm, Incident & Event Management.  Facilitates Critical incident management for all North American customers                              50%
• Acts as communication hub for Cloud Operations on unplanned incidents and scheduled events.  Drafts and sends incident and event notifictions.  Provides regular updates on each until resolved.                                  20%
• Provides after hours customer support.  Receive and resolve customer inquiries via phone, e-mail, Instant Messages, case management system and customer portal       5%
• Knowledge Base –Review and Author
  • • Supports and helps to create and review Cloud Monitoring Knowledge Base articles                           5%
• Follows documented processes and procedures to attempt to resolve issues as first level of support                          10%
• Execute service requests and scheduled changes such as field network maintenance and application upgrades                                  10%
• Within the first 12 months of employment:
  • • Works independently 70% of the time
    • Has mastered 75% of objectives on the training plan form        
• 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 & Experience:

Required Minimum Level of Education: Associates Degree

Required Minimum Years of Experience: 1+ to 2

Desired Education/Experience: 

Minimum of 1-2 years' experience in cloud computing/operations, customer service, technical support in related field, or utility industry. 

Experience with the following software programs and operating systems: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle, UNIX, Sun Solaris or related programs.

Experience with general PC hardware, communication devices, and/or networking.

Experience with case creation and management using ticketing software.

RF experience desirable

Utility operations experience desirable

Required/Desired Certifications: ITIL Foundations, CompTIA Network+, CompTIA A+ or equivalent certifications desired

Knowledge/Skills/Abilities:

• Cloud Computing Experience (Google Cloud Preferred)
• 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
• Relational Databases
• Oracle / SQL
• Putty
• Command Line
• PowerShell
• Networking fundamentals

Working Conditions:

Driving Status: Will drive on business for the Company 6 times or less per year.

Physical Requirements: Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds.  Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.

Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of personnel classified as such.

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland.  We are thrilled that you’ve considered Landis+Gyr to be a part of your professional journey.  As a part of the L+G family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k) retirement plan featuring a generous company match incentive.  Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays.  We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $46,500 - $63,910 per year.  The position is eligible for a 401(k) match and consideration for an annual bonus.  The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held.  All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.