Graduate Engineer Trainee - Global Hardware Support

Key Responsibilities:

Technical Issue Management:

• Efficiently handle and resolve first-level technical issues for GOR products.
• Ensure timely and effective action based on priority and severity for each ticket.
• Follow ticketing SOPs and ensure all relevant technical details are captured.
• Adhere to internal escalation matrix based on severity and resolution time.

Site Monitoring & Performance:

• Monitor key KPIs and metrics for sites remotely.
• Ensure no Ranger exceeds 30 minutes of elapsed time in Error, Processing, or Alert Type 1 tasks.
• Send MLE snapshots before and at the end of each shift.
• Develop and monitor frameworks to predict potential/future failures and implement preventive measures.

Coordination & Support:

• Coordinate with onsite engineers to recover Rangers based on alerts from the MLE dashboard.
• Support L3 Hardware lead in building a capable and technically competent team.
• Ensure all relevant site-specific documentation and documentation for new product lines/features is accurately captured and shared with the team.

Customer & Performance Management:

• Perform diagnostics and provide guidance on repairing equipment and systems (hardware/software).
• Ensure customer satisfaction through direct liaison with clients, partners, and service recipients.
• Measure, report, and achieve performance indicators and site service objectives.
• Report near misses, incidents, and identify opportunities for improvement.