求人番号:JN -072024-36520 掲載日:2024-10-18

Technical Support Engineer

WFH / Leading global provider of integrated energy mgmt
500 - 800 万円 東京 IT ヘルプデスク / サポートエンジニア

募集要項

会社概要
同社はヨーロッパの企業でエネルギー関連のビジネスを展開しており、エネルギー貯蔵および管理システム、エネルギー効率向上技術、電力変換装置などの分野での開発と提供に特化しています。また、持続可能なエネルギー分野での革新的なソリューションを追求し、再生可能エネルギーの活用やエネルギー効率の向上に貢献しています。
業務内容
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.
応募条件
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.

給与
500 - 800 万円
勤務地
東京
Jonathan Holloway
BRSコンサルタント
Jonathan Holloway
Inhouse IT
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