Technical Support Engineer

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Job details

Company overview

Our client is a Europe-based enterprise that operates in the energy sector that develops and provides energy management systems, energy efficient technologies, and power conversion devices to energy companies on a global scale. It strives to innovate in the field of sustainable energy and contribute to the utilization of renewable energy.

Responsibilities

Main responsibilities:

• Responsible for providing high quality Level 1 customer service to customers. (Good attitude and communication with not only customers but colleagues as well)
• Understand and work within defined SLAs (Service Level Agreements) and OLAs (Operation Level Agreements).
• Perform initial level troubleshooting/triage and resolve problems with the best ability, case escalation to more senior members of the team or L2 or any other team when applicable.
• Provide information regarding customer issues to higher tiers to be able to initiate problem management.
• Focus on root-cause analysis to resolve a problem.
• Provide work-around, technical notes and Knowledge Articles.
• Represent Company in a positive, professional manner when working with the customer.
• Perform other services related tasks as assigned.
• Provide 24/7 On demand (Stand-by) service.
• Be ready to travel to other locations of the organization for training and other purposes.

Requirements

Minimum requirements:

• Experience in a B2B customer facing role as Hardware or Software Support Engineer or Technical customer support role.
• Experience with Windows desktop/server platforms and Unix, Microsoft Office products.
• Experience in hosting web-based applications and related concepts and client-server architecture. 
• Basic networking concepts like IPs, ports, routes, interfaces, DNS, Wireshark tool etc. 
• Familiarity with Information Technology Infrastructure Library (ITIL) methodologies and customer operations.
• Experience in the utility and/or energy management industry is good to have. 
• Experience in working in multicultural/distributed environment.
• Self-motivated, proactive, able to work under stressful conditions.
• Ability to collaborate effectively with a team.
• Good problem solving and decision-making skills.
• Ability to multitask and prioritize.
• Effective communication (verbal and written), documentation and customer service skills and the ability to work within a 24x7 support environment.

Preferred qualifications:

• Experience in database queries, Oracle/Postgress preferred. 
• Knowledge of Webservices/SOAP UI tool is preferred. 
• Knowledge of application Security is preferred.
• Knowledge of any ticketing tool, ServiceNow preferred.

Salary

5 - 8 million yen

Location

Tokyo