Description:
Reporting to the Digital Transformation Manager – Operational Technology, the Operational Technology Support Engineer will be primarily responsible for the provision of 2nd line technical support and low code solution support. As an Operational Technology Support Engineer, you will play a crucial role in understanding, troubleshooting, and enhancing the performance of various platforms utilised within the operational environment. Additionally, you will be responsible for interacting with individuals who may have limited technical experience and understanding, providing them with the necessary support to effectively utilise these applications.
Main Responsibilities
- Provide technical support and assistance to end-users regarding operational technology applications, including MS Azure Applications, MS SQL, PowerBI and low code platforms and other relevant tools.
- Understand and analyse user requirements, troubleshoot issues, and provide effective solutions in a timely manner.
- Collaborate with cross-functional teams, including third party development partners, system administrators, and project managers, to ensure smooth integration and optimal performance of operational technology applications.
- Develop and maintain technical documentation, including user guides, FAQs, and troubleshooting manuals, to facilitate user understanding and self-help resources.
- Work with operational teams proactively to facilitate upskilling and support future citizen development capability.
- Conduct training sessions and workshops for users with limited technical experience, explaining the functionalities and best practices of the supported applications.
- Continuously monitor and evaluate the performance of operational technology applications, identifying areas for improvement and implementing appropriate enhancements.
- Passion for technology and up-to-date with emerging trends and advancements in applicable technology platforms, sharing knowledge and insights with the team.
- Serve as a liaison between end-users, technical development team and digital leadership team, communicating feedback, bug reports, and enhancement requests to facilitate the application development process.
- Enthusiastic presentation and demonstration of digital solutions to internal stakeholders, as well as our customers.
- The ability to work in a hybrid fashion with a multi-national team.
- Be able to work effectively on tasks, both individually and collaboratively.
- A clear communicator who is articulate and can understand requirements and be active in discussions.
- Effectively manage time, prioritise tasks, self-review your work and produce deliverables.
- Build collaborative working relationships at all levels, establishing credibility both internally and externally.
Experience & Qualifications
- Excellent problem-solving skills, with the ability to analyse complex issues and provide effective solutions.
- Highly organized and detail-oriented, with the ability to multitask and prioritize tasks effectively.
- Proven experience working with technology and the ability to translate the application of technology to real life problems.
- Excellent communication and relationship management skills, both verbal and written, with the ability to convey technical concepts to non-technical users in a clear and concise manner.
- Ability to analyse complex problems, think critically, and propose effective solutions to resolve issues efficiently and minimise downtime.
- Able to accurately record support procedures, troubleshooting steps, and maintain a knowledge base.
- Willingness to embrace change, learn new technologies, tools, and processes, and stay up-to-date with industry advancements to ensure effectiveness in providing support in dynamic and rapidly changing environments.
- Experience within an operational / engineering environment is desirable.
- Ability to adapt to a fast-paced and rapidly changing environment.
- Demonstrate passion for digital solutions and the benefits that they can bring.
- Training & Facilitation skills.