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Senior Customer Support Engineer

3 months ago

Remote, United States Security Cleared Jobs Full time
Job Description Summary
Responsible for Maintenance, Support and Service Continuity of an Energy Management System software to meet corporate customer commitments. The responsibilities include working with ISOs (Independent System Operators) and Transmission System Operators on software maintenance and support.

This role requires you to be in the office every week - number of days to be discussed further on. The office is located in Wokingham (just outside of London).

Job Description

We have an exciting opportunity within GE Vernova for a Customer Support Engineer to join a dynamic team. You will provide expert L2/L3 support, being the point of contact for technical issues and providing professional services.

RESPONSIBILITIES:

This engineer will be located at a customer site in Berkshire, United Kingdom and will provide Power System Application and IT support. The position will provide a first point of contact for customers and then will work closely with GE Vernova global teams ( UK, USA) to troubleshoot and resolve all customer issues.
  • Monitor customer cases through the customer call tracking system.
  • Handle out of hours emergency calls routed through the call center.
  • Work with customers to gather information, investigate, diagnose, and resolve issues.
  • Assistance with the installation and testing of patches onto the customer's systems.
  • Assistance with configuration management, system tuning, database cleansing, pro-active system monitoring, and general system administration tasks.
  • Facilitating the relationship between customer and 3rd party vendors with whom the customer contracts directly.
  • Communication, performance reporting.
QUALIFICATIONS:

Required
  • Strong knowledge in power systems domain, particularly in network modelling, network analysis and SCADA applications.
  • Good programming skills in C or C++ at minimum

    Knowledge of Information Technology
  • Strong troubleshooting & debug skills
  • Ability to read and interpret System and Application logs
  • Strong Customer communication skills
Education Qualification

Bachelor's or Masters Degree in Computer Science or STEM" Majors (Science, Technology, Engineering and Math) with advanced experience.

DESIRED:
  • Prior experience with EMS (Energy Management System), DTS (Dispatcher Training Simulator) and Modeling (EMS/DTS/Oil and Gas and Distribution) applications
  • At least 1 year of experience with programming skills in Fortran, C, C++, Java or other related language
  • At least 2 years of experience with Perl, PowerShell and SQL (MSSQL and/or T-SQL) scripting languages;
  • At least 1 year of experience with database operation with Oracle and SQLServer;
  • At least 2 years of experience with Power flow, Fault Location, Isolation and Service Restoration, Load and Volt Var Management and Distribution Operator training Simulator
  • At least 2 years of experience with power systems and/or energy management systems with focus on transmission Network Applications like State Estimation, Contingency Analysis, Optimal Power Flow or Dispatcher training Simulator.
  • Interface and develop relationships with customers on activities within his area of functional expertise.
  • Positive attitude.
  • Strong communication skills.
  • Independent
  • Team player.
  • Prioritize workload effectively.
  • Willingness to accept and promote change.
  • Willingness to follow all applicable job procedures
  • Ability to take ownership of issues and get them resolved
Additional Job D escription

Additional Information

Compensation Grade

LPB2

Relocation Assistance Provided: No