Customer Support Engineer (SCADA)

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Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services.

Requirements:

Bachelor’s Degree in Electrical Engineering / Master's Degree in Power systems

Min. 5+ years of experience

Must Have Technical/Functional Skills:

1. Direct experience installing, maintaining or supporting customer's tools or EMS suite or any other SCADA/EMS Software
2. Familiarity with User Interface, SCADA and Modeling tools.
3. Knowledge of both Transmission and Distribution electrical grids.
4. Working Knowledge of ICCP, RTU, SCADA Communication Protocol (DNP3, IEC 104, IEC 61850, Modbus etc.)
5. Working knowledge of Linux, Windows, Oracle and SQL.
6. Working knowledge of TCP/IP protocols, IP addressing, routing, LAN, DNS, Active Directory, firewalls & switches as it applies to isolating and resolving reported issues in these areas.
7. Ability to work independently with minimum direction
8. Knowledge of NERC CIP Standards.
9. Effective communication skills. Demonstrated ability to effectively interface with customers and cross-functional teams
10. Positive attitude when dealing with customers and co-workers in stressful situations.
11. Strong analytical and logical reasoning skills.
12. Familiarity with remote monitoring and diagnostics solutions and concepts
13. Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach

The Customer Support Engineer will be responsible for meeting business objectives by developing practical and innovative ways to identify and meet goals, coordinating with cross functional teams and driving closure on customer issues raised on customer's product.

Responsible for addressing customer issues and concerns with customer's product.

Generic Managerial Skills (if any):

Ensure customers’ success by fostering a balanced relationship that benefits both customer and the client with the goal of producing the highest level of customer support and satisfaction. In this role, you will:

1. Take a leadership role in strategizing with internal staff and customers to solve and prevent re-occurrence of issues.
2. Engage with customers on day-to-day issues; organize customer calls to facilitate implementation of solutions while adhering to change control, compliance protocols. Ensure solution does solve the customer’s issue.
3. Mentors staff in troubleshooting and analysis methods
4. Knowledge transfer – write user/technical documentation and case notes. Act as a technical resource for staff
5. Primary contributor to Knowledge Base system for customer specific issues that will benefit the greater customer and support team
6. Analyze and troubleshoot issues involving all aspects of customer's solutions, including but not limited to user interface, network and communication connectivity and performance, interoperability, data collection/storage, visualization, analytics, associated control systems and interfaces to enterprise systems.
7. Own and manage personal caseload and perform case follow-up.
8. Troubleshoot and identify product problems for presentation to engineering for resolution or disseminates appropriate necessary information to correct issues.
9. Adhere to all Quality processes. Ability to be part of an on-call rotation for after business hour customer calls.
10. Ability to travel to customer sites.

Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, please connect with us on our LinkedIn TCS Asia Pacific Handle and we will be happy to guide you further.

We will review your application and will get back to you if we are considering your interest in this opportunity!