GE Services and Technical Support Specialist in Istanbul, Turkey

Job Number

2787107

Business

GE Energy Connections

Business Segment

Energy Connections Grid Solutions

About Us

GE is the world’s Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Posted Position Title

Services and Technical Support Specialist

Career Level

Experienced

Function

Services

Function Segment

Technical Support Services

Location(s) Where Opening Is Available Turkey

City

Istanbul

Postal Code

34467

Relocation Assistance

No

Role Summary/Purpose

We currently have a Customer Support Consultant position available in Grid Software Solutions, a division of the Energy Connections business providing high-tech, software solutions to the Utility and Telecommunications industries. The Customer Support group works closely with UK Customers, Business Partners and Distributors throughout Europe, Africa and the Middle East delivering effective first and second line technical support for our Asset Control and Asset Management solutions.

Essential Responsibilities

 Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers (including patches)

 Investigate, own and resolve issues as part of a specialised 2nd line team.

 Offsite visits to customer sites to investigate, coordinate and resolve open issues.

 Management and escalation of high priority issues.

 Out of hours support duties.

 Software upgrades, installations and health-checks.

 Interface with product support groups and development groups to facilitate case resolution

 Interpret customer needs, assess impact on the customer and prioritise accordingly

 Provide feedback to development and quality teams and participate in Quality Audits, as necessary

 Good knowledge of, and adherence to, company internal systems and processes. Total commitment to integrity

 Participate in ‘Championing the Customer’ – devising customer profile reports, understanding user base and user workflows, top issues, site visits etc.

 Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing

 Help grow team expertise through knowledge sharing (showcases, presentations, technical blogs)

 Contributing to wider Services project work when appropriate, such as testing activities as part of knowledge transfer

Qualifications/Requirements

 Fluent in Turkish and English

 Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experience (can be flexible) and / or

 3-5 years’ experience working within an IT Support environment.

 Proven competence and specialisation to troubleshoot issues in at least 2 of the following domains :-

 Linux Operating Systems.

 Oracle, SQL or equivalent databases.

 Networking and Firewalls.

 Proven basic level of competence with Microsoft Operating Systems and the other non-specialised domains listed above.

 Ability to transfer problem solving knowledge, with respect to the GE Asset Control and Asset Management applications.

 Experience of the electricity, telecoms and other utility domains

 External focus - creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction

 Experience with technologies related to the AssetControl or Asset mannagement product suite, such as Java, JSF, Websphere, FME, and .Net

 Knowledge of Magik and/or VMDS

 Able to prioritise and multi-task

 Able to work as part of a team

Desired Characteristics

 Excellent interpersonal and communication skills with a strong customer focus.

 Team player, willingness to work as part of a team.

 Willingness to learn new technologies – steep initial learning curve.

 Meeting targets, ability to work to tight deadlines and adapt to moving priorities.