Regional Tier 3 Technical Support

SUMMARY:
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POSITION INFO:

As a Regional Tier 3 Technical Support specialist, you will be at the forefront of resolving complex technical issues and providing advanced support for our energy management solutions. Your role will involve troubleshooting, diagnosing, and resolving technical problems related to our renewable and traditional energy systems, ensuring optimal performance and client satisfaction.

Qualifications & Experience required

Qualifications required:

• Bachelor's degree in electrical engineering, Computer Science, or a related field.
• Knowledge of AI-driven digital solutions for site monitoring and management is a plus.

Experience required:

• Proven experience in a Tier 3 technical support role, preferably in the energy sector.
• Strong knowledge of energy management systems, renewable energy technologies, and storage solutions.
• Proficiency in diagnostic tools and techniques for troubleshooting complex technical issues.

Industry preference:

• ICT / Engineering / Energy

Fully computer literate on:

• MS Office (Word, Excel, Powerpoint)
• Trouble

Key Duties & Responsibilities

The successful applicant will be responsible for but not limited to the following broad job functions:

• Provide advanced technical support for energy management, generation, and storage solutions.
• Troubleshoot and resolve complex technical issues escalated from Tier 1 and Tier 2 support teams.
• Perform in-depth diagnostics and analysis of system performance and technical problems.
• Collaborate with cross-functional teams to implement and validate technical solutions.
• Maintain up-to-date knowledge of our clients’ products and services, as well as industry trends and technologies.
• Develop and maintain technical documentation, including troubleshooting guides and best practices.
• Conduct on-site visits to client locations for technical support and system optimization, as needed.
• Provide training and mentorship to Tier 1 and Tier 2 support teams.
• Ensure timely resolution of technical issues to maintain high levels of client satisfaction.

Competencies required

• Good Work Ethic.
• Dedicated and Loyal.
• High attention to detail and accuracy.
• Able to work well under pressure.
• Good communication skills in English (verbal and written) is required.
• Proactivity / initiative.
• Able to work within a team.
• Attention to detail ensuring accuracy of work.
• Service Excellence.
• An ability to work under limited to no supervision.
• Proactive, punctual and reliable.
• Professional, courteous and well presented.
• Interpersonal skills.
• Must be able to work long hours.
• Logical reasoning.
• Ability to work fast and accurate
• Willingness to travel to client locations as needed.