Support Engineer – L1

Job Description Summary

Good Knowledge in Power System Protection and Numerical Relays in general. Lead the customer support organization India team (L1) and to meet the KPIs set. Mainly handle Queue management of the complaints and follow ups with multiple teams to for the closure of Providing technical support for Grid Automation Products and System to customers.

Job Description

• To handle customer related queries and understand the same and provide technical support at L1 level.
• To collect the relevant data required from the customers to provide the necessary support.
• To have knowledge in preparing and segregating the case tickets to the relevant queues.
• To keep updating the case tickets every stage as per SLAs defined and agreed.
• To keep update the dashboard and following up with multiple queue owners to provide faster resolutions/clarifications for the customer raised queries.
• Uses some level of judgment and has ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and on-the-job training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• A job at this level is likely to be an individual contributor with proven interpersonal skills or an early people leader who can hire and develop talent. Provides informal guidance to new team members.

Qualifications/Requirements

• Bachelor's degree/Diploma in Electrical and Electronics engineering or Electronics Engineering from an accredited university or college
• At least 6 years of experience in in similar profile Trouble shooting / analysis of Grid Automation Products and Systems
• Essential experience, knowledge on customer support handling on Protection and Automation Systems.

Additional Information

Relocation Assistance Provided: Yes