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Software Technical Support Engineer

2 weeks ago

Macquarie Park, Australia Schneider Electric Full time
This is a Software Technical Support Engineer role with Schneider Electric based in Macquarie Park, NSW, AU
== Schneider Electric ==

Role Seniority - mid level

More about the Software Technical Support Engineer role at Schneider Electric

Job Description

  • Join our dynamic Software Support team as a Software Technical Support Engineer for our Pacific Zone ANZ

  • 1-2 years of experience in Application Support function is highly regarded

  • Hybrid role (3 days in office) located at our SMART office, Macquarie Park, plus benefits

 About us:

Schneider Electric is a global specialist in energy management and automation. We are dedicated to supplying our customers with safe, reliable, and sustainable energy solutions. We invent technologies that will transform the places where we live, work and play. Our technologies ensure that Life Is On everywhere, for everyone at every moment. Our Mission is to be the trusted partner in Sustainability and Efficiency.

About the opportunity:

 Our team is responsible for supporting customers in the "Industrial Automation" business in our Pacific Zone of Australia and New Zealand. We have an opportunity for an individual to join our team as a Software Technical Support Engineer.

Reporting into the Customer Success division, Pacific (Zone) and based in Macquarie Park NSW, the role is tasked with ensuring continued smooth operations for our customers, troubleshoot and diagnose faults in a wide range of areas across SCADA verticals and products that we support including GeoSCADA, AVEVA System Platform and AVEVA Plant SCADA.

The role also collaborates closely with other teams including pre-sales, sales, quotes and procurement within the organisation, focusing on the customer's end to end experience with Schneider Electric.

Key responsibilities:

  • Owning, investigating and resolving complex software issues, proposing work-a-rounds for customers

  • Accurate and timely documentation of activities and findings in case management system

  • Contribution to digital self-help materials promoting faster problem resolution for our customers while building a robust internal knowledge sharing platform for our team

  • Collaboration with colleagues in other support centres and departments

  • Focus on customer experience, contributing a successful interaction. Managing customer experience by regular and empathetic communication with customers while keeping the focus on technical resolutions

  • Learning every day and actively contributing to the team and our customers

About you:

To see success in this role, you will be able to demonstrate 2-4 years of experience in Application Support within an ASX top 100 business (supporting mainstream software applications and an array of customers), including proficiency working with and understanding software architecture, software unit testing and other aspects of the SDLC.

Your personal drivers, professional confidence, and desire to work for a value-based organization with leading edge solutions will be supported by a tertiary qualification in Engineering or Computer Science and complemented by a working understating of software and automation hardware communications and setup.

Key skills and experience:

  • Previous experience with AVEVA System Platform and Plant SCADA or GEO SCADA will be advantageous

  • Ability to demonstrate understanding of windows operating system, networking concepts and security

  • Knowledge of general windows operating system tools and commands that help with diagnosing and troubleshooting software

  • Working knowledge and understanding or experience with integrating hardware and software 

  • Quick thinking, self-motivated and inspired action is a must to maintain customer satisfaction while resolving issues satisfactorily

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the Schneider Electric team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities
  • Owning and resolving software issues
  • Documenting activities
  • Contributing to knowledge sharing
Key Strengths
  • Application Support experience
  • Software troubleshooting
  • Customer experience focus
  • AVEVA System Platform knowledge
  • Networking concepts understanding
  • Integration experience
Why Schneider Electric is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Schneider Electric not with Hatch.