Key Responsibilities

  • Deliver excellent remote technical support specialized in Primary Discipline Experion Network, Platform, and Infrastructure area and Secondary Discipline Experion Client Server.
  • Proactively manage and respond to customer questions, issues, and input accurately and within agreed Service Level Agreement.
  • Respond to customer inquiries by diagnosing the issue and providing the most appropriate technical solution.
  • Comply with all GTAC/GSM processes for case management, documentation and proactive customer communication.
  • Provide customers with periodic updates.
  • Maintain accurate and timely case notes per GTAC process.
  • Proactively escalate issues through GTAC Leadership, development engineer and account team channels.
  • Maintain strong case documentation that will help to create knowledge article after issues resolution.
  • Maintain internal Lab hardware and software used to provide customer support infrastructure
  • Keep abreast with latest technical advanced in the broad HPS product/systems portfolio, while maintaining expert knowledge on a designated product lines.

YOU MUST HAVE

  • Engineering degree with minimum 10+ years of experience in Experion PKS industrial networking, Microsoft platform and Virtualization.
  • 5 Years of Experience of Network experience.
  • 5 years of Customer Support

WE VALUE

  • Troubleshooting experience Virte on:

  • Experience in configuring and maintaining managed networking equipment, firewalls. Working experience with TCP/IP networks (network/device configuration, firewall administration). Troubleshooting skills to resolve network, system and application or system integration issues
  • Experience in configuring and maintaining Microsoft Windows Servers, domain controller, active directory services etc.
  • Systems and network hardening and audit compliance experience
  • Microsoft Patch management solutions (WSUS, MSSC) experience
  • Antivirus solutions experience with centralized management (McAfee ePO, Symantec EPM)
  • Installation, maintenance, technical support of Operating systems experience; Virtual machines
  • CISCO Certified Network Associate or similar level networking certification.
  • Microsoft Certified Solutions Associate Certification.
  • VMWare Certified Associate or direct working experience with Virtualization products
  • Experience on Cisco / Dell Hardware configuration and troubleshooting
  • Experience on Cloud data solution implementation and troubleshooting
  • Experience or capabilities in configuration of cyber security technologies, controls and solutions; like access management, network security, endpoint security, application security, IDS/IPS, deep packet inspection, SIEM, data analytics, security and/or risk management
  • Experience working in industry (Oil and Gas, Chemical industry)
  • Expert level technical skills in the areas of industrial control systems, process control networks, SCADA or other industrial automation is important and preferred
  • Experience in third party communication using OPC & Modbus protocols