Operations Engineer

Gapit Nordics; Tampere; On-site; EUR 42,000 - 65,000; Full time

Job summary

Gapit Nordics is seeking an experienced Technical Support Engineer to manage incoming requests, adhere to SLAs, and document resolutions to improve customer satisfaction and system performance. You will work within the Gapit Nordics Operation & Command Center (GNOCC) to diagnose, troubleshoot, and resolve issues across OT and IT environments.

Ideal candidates bring BMS or similar engineering experience, strong ITIL knowledge, Zendesk familiarity, and solid English/Scandinavian communication

Qualifications

• BMS or similar engineering experience.
• Technical education in automation/electrical or mechanical engineering.
• Experience with project execution and customer interaction.
• Ability to work within ITIL framework.
• Experience with Zendesk ticket system.
• Knowledge of system design best practices.
• Understanding of networking principles and protocols.
• Ability to troubleshoot integration of software components.
• English and/or Scandinavian communication skills.

Responsibilities

• Handle technical support requests with timely resolutions.
• Participate in standby duty and on-site data center visits when needed.
• Adhere to SLA requirements and document resolutions accurately.
• Use internal systems to log, track, and report service requests.
• Collaborate with project teams, offering technical recommendations.
• Provide expert technical support and troubleshoot issues for customers.
• Maintain and update comprehensive documentation for supported systems.
• Update technical documentation to reflect system changes.
• Assist data center operations and cross-team coordination.
• Engage with customer teams to build strong partnerships.
• Proactively contribute to improving the company's QIS management system.

Skills

ITIL framework

Customer interaction

Networking concepts

Troubleshooting

Documentation

Education

Technical education in automation/electrical/mechanical engineering

Tools

Zendesk

Ticket systems

Job description

Gapit Nordics is a Norwegian technology company headquartered in Drammen, with offices in Kongsberg. While our roots are in the Nordics, our work reaches clients across the globe.

We specialize in Operational Technology and Information Technology, bridging the gap between the two by delivering manufacturer-independent, open-source–based solutions for monitoring, data collection, visualization, and management of critical infrastructure and data center environments.

We are driven by curiosity and a desire to truly understand before choosing a solution. We ask questions, stay open and humble, and believe we are never done learning.

Our culture is built on openness, innovation, and technical excellence, providing a professional home for engineers who want to work with modern technology in complex and mission-critical environments.

The Role

This position is to efficiently manage support requests, adhere to SLA’s, provide expert assistance, and maintain accurate documentation to optimize customer satisfaction and system performance. By ensuring timely responses, adhering to standards, and documenting resolutions, the OE aims to enhance customer experience, minimize downtime, and contribute to the overall efficiency and reliability of supported systems through the Gapit Nordics Operation & Command Center (GNOCC).

RESPONSIBILITY

• Handling Technical Support Requests: Efficiently manage incoming technical support requests from customers and internal users, ensuring timely resolution and effective communication throughout the process through our internal ticket systems.
• Participation in Standby Duty Program: Be available during designated standby periods to address urgent technical issues and emergencies outside of regular working hours, this also may involve on-site visits of data centers.
• Adherence to SLA’s: Ensure compliance with Service Level Agreements (SLA’s) outlined in customer service agreements, prioritizing tasks accordingly to meet or exceed agreed-upon response and resolution times.
• Utilization of Internal Systems: Proficiently utilize internal systems to accurately document and manage service requests, maintaining organized records for tracking and reporting purposes.
• Assistance to Project Organization: Collaborate with project teams by providing technical recommendations and solutions, contributing expertise to ensure successful project outcomes.
• Technical Support Provision: Provide expert technical support to customers or internal users by diagnosing and resolving issues, as well as addressing inquiries promptly and professionally.
• Documentation Maintenance: Maintain comprehensive documentation for supported systems, including troubleshooting steps, resolutions, and configurations, to facilitate efficient problem-solving and knowledge sharing.
• Technical Documentation Updates: Regularly update technical documentation to reflect changes and enhancements in the system, ensuring accuracy and relevance for both internal and external stakeholders.
• Troubleshooting and Correction: Identify and address integration issues and field communication challenges through systematic troubleshooting and corrective actions, ensuring seamless system operation.
• Data Center Operations: Collaborate with data center teams to perform necessary tasks and support activities, ensuring optimal performance and reliability of systems housed in data center environments.
• Participation in Customer Teams: Engage actively in customer teams, providing technical expertise and support as needed to foster strong partnerships and customer satisfaction.
• Employee must work proactively to improve the company's Q&IS management system.

COMPETENCE REQUIREMENTS

• BMS or similar engineering experience and expertise.
• Technical education in automation, electrical engineering or mechanical engineering.
• Experience with project execution and customer interaction.
• Ability to work within ITIL framework
• Experience with ticket systems such as Zendesk
• Being able to create ‘knowledge base’ documentation
• Knowledge of best practices in system design.
• Understanding of networking principles and protocols.
• Ability to configure and troubleshoot network problems by various methods.
• Some experience with integration of various software components.
• Knowledge about industrial protocols (i.e. Modbus)
• Process/automation understanding
• Good English and/or Scandinavian skills – both oral and written. Communication with customers takes place in English.