Tech Support Engineer 1

Provide applications and technical support to customers on AVEVA's SCADA/Historian products such as System platform, historian, PI etc

The Consultant/Engineer is responsible for resolving issues related to product and product configurations. This role requires excellent communication (both written and verbal), organization, and troubleshooting skills.

This will involve comprehensive telephone support, electronic support. Responds to customer product inquiries via telephone, web or email.

Key responsibilities

• Document activities and findings in a case tracking tool
• Technical troubleshooting, analysis, and diagnosis of product issues
• Technical troubleshooting, analysis, and diagnosis of custom application issues
• Ensure case updates and resolution timeframes are in line with service level agreement.
• Delivery of product issue work around or fix.
• Replication of customer issues.
• Development of technical documentations (Tech Notes/Knowledge Articles, Tech Alerts, FAQs, etc)

Essential requirements

• Strong verbal and written communication skills
• Collaboration mindset and ability to work in a team environment towards a common goal
• Good knowledge and 2+ years of hands-on experience of any SCADA/HMI/Historian Products (Application Server, InTouch, Historian,PI etc) and PLC's
• Experience in Industrial HMI/Control Systems/SCADA/Historian lifecycle.
• Experience supporting relational databases, Microsoft Operating systems, Microsoft SQL Server database development tools and languages (SQL, PL/SQL, T-SQL)
• A sound understanding of HMI / SCADA solution architectures and industrial automation / PLC's

Desired skills/ Qualifications

• BS/BTech/BE degree in a respective Computer Science or Engineering field
• Systems integration experience
• Experience in a Technical Support environment