Purpose of the Job

The primary purpose of this position is to deliver superior customer (External &Internal -GTAC) satisfaction with the HPS Technical Support response, communication, and resolution of customer cases/tasks for the HPS System and Infrastructure line of business. The SST engineer supports to global GTAC team, providing support for performing Network Analysis, Reproducing/ Analysing the issues a defined set of products/technologies. Works closely with GTAC Team, consultants, colleagues globally to support for Network Analysis, Lab Reproduction to provide world class support for HPS- Systems customers (External &Internal -GTAC). Visit to customer locations may be required for critical site investigations.

Education Required

• Engineering in Instrumentation, Electronics & Communication or related streams.

Work Experience Required

YOU MUST HAVE

• Bachelor degree with minimum 7 years of experience in industrial networking, Microsoft platform, virtualization
• CISCO Certified Network Associate or similar level networking certification or direct experience configuring and maintaining managed networking equipment, firewalls.
• Microsoft Certified Solutions Associate or direct experience 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)
• Working experience with TCP/IP networks (network/device configuration, firewall administration)
• Troubleshooting skills to resolve network, system and application or system integration issues
• Installation, maintenance, technical support of Operating systems experience; Virtual machines
• Experience in third party communication using OPC & Modbus protocols

WE VALUE

• Experience in Honeywell control system design, implementation and troubleshooting on
  • Experion FTE network, OneWireless, Virtualization and Backup recovery
  • Cyber Security product such as Application whitelisting / Risk Manager / Service Node
  • Windows Update rollout
• Experience on Cisco / Dell Hardware configuration and troubleshooting
• Experience on Cloud data solution implementation and troubleshooting
• Experience on Microsoft Active Directory and Workgroup 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
• Technical background in the areas of industrial control systems, process control networks, SCADA or other industrial automation is important and preferred
• Experience working in industry (Oil and Gas, Chemical industry)
• VMWare Certified Associate or direct working experience with Virtualization products

Behavioural Competencies Required

• Excellent communication verbal, written, and collaborative skills.
• Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate
• Ability to work as part of a cohesive geographically and culturally diverse team.
• Analytical thinking and decisive judgment:
  • Analyse issues and problems systematically
  • Gather broad and balanced input
  • Draw sound conclusions, translate into timely decisions and actions.
• Must have a drive for results and to make things happen, be proactive.
• Creative, self-motivated, problem-solving skills (thinks outside of the box)

Language Requirements

• Fluent in English

Primary Responsibilities

• Deliver SST -Lab Reproduction support specialized in Network, Platform, and Infrastructure area.
• Proactively manage and respond to GTAC Engineers questions, issues, and input accurately and within agreed Service Level Agreement.
• Respond to GTAC Engrs inquiries by diagnosing the issue and providing the most appropriate technical support.
• Comply with all SST/GTAC processes for Task management, documentation and proactive customer (External & Internal-GTAC) communication.
• Provide GTAC Engineers with periodic updates, so that they can interface effectively with the customer using current information.
• Maintain accurate and timely case/task notes per GTAC/SST process.
• 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
• Identify productivity Ideas, implement the same and institutionalize, realize the benefit.
• Keep abreast with latest technical advanced in the broad HPS product/systems portfolio, while maintaining expert knowledge on a designated product line.
• Open to work on rotating shift to provide remote support for global GTAC Engineers/ Customers.
• Proactively escalate issues through SST/GTAC Leadership.

Key Performance Measures

• Respond to the high volume of GTAC Engineers task in an efficient and accurate manner, meeting or exceeding the SST published SLA (Service Level Agreement) for SST-Task Response and Resolution.
• %age of productivity improvement that results in SST process optimization.
• Capturing, creating the Knowledge articles for effective explicit knowledge management system.
• Maintain proactive and timely communications, providing frequent and informative customer updates according to SST/GTAC processes.
• Keep pace with new product development while maintaining expertise in the existing systems. Accomplish defined skills development by completing all assigned training on-time or early.
• Demonstrate versatile technical proficiency, flexibility, independence (self-starter) and proactive mentoring/knowledge sharing.