Aveva Looking for Tech Support Consultant I at Bengaluru, Karnataka Full Time

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/

What is the role?

Based in Bangalore, we are now actively recruiting a Support Engineer – AMPLA for our Global Customer Support, business.

Key responsibilities will include:
Technical troubleshooting, analysis, and diagnosis of product support issues via phone, email & web chat for MES products to experienced end users, distributors and system integrators.

Researching issues and interfacing with product development, product management, and other technical support engineers as required. Document activities and findings in a services request tracking CRM tool.

Provide accurate and detailed problem reports by maintaining Case management system with regular follow-up of problems and queries. Keeping accurate records of support activities in the CRM systems.

Ensure service request updates and resolution timeframes are in line with service level agreements.

Document all solutions, bug fixes and suitable workarounds. Raise appropriate documents about product problems and work history.

Identify and keep management aware of potential improvement areas around product, services and training.

Actively contribute towards knowledge sharing activities like writing knowledge articles, tech alerts/notes, utilities, prepare and present webinars etc.

Qualifications

Why you?

You are someone who gets excited by innovation. You are a highly driven and confident Professional who wants to work for a values-based organisation whose solutions are leading edge. You are focused, collaborative and passionate about the work that you do. In addition, you possess the following relevant skills:

Tertiary qualified in Industrial Automation, Computer Science, Information Technology, Engineering or related disciplines with experience providing expert level technical support or extensive experience in operations / project delivery in industrial automation software domain.

Minimum two or more years’ engineering experience designing, developing, implementing and supporting MES software solutions with demonstrable knowledge, and implementation / troubleshooting experience with MES software preferably Production Management (Ampla) or WW MES.

Excellent communication skills enabling professional management of key accounts.

Solid troubleshooting skills.

Experience with complex software configurations, networking, TCP/IP communications, database connectivity, SQL, Windows Client Server architecture.

Experience with industrial communications networks and protocols E.g. OPC (DA, AE, HDA), OPC UA, Modbus, DNP3 etc is advantageous.

In-depth experience with key Microsoft products:
Operating Systems such as Windows Server, Windows 10, Windows Core

Microsoft SQL Server database administration and troubleshooting

Microsoft Office (Word, Excel, Power Point)

Should have strong hands-on experience in MS SQL Server, Microsoft Visual Studio including VB.Net and/or C#.Net.

Good to have the knowledge on ASP.Net, ADO.Net, WCF, WPF, Web service, IIS

Ability and willingness to work some evenings and public holidays

Positive attitude, enthusiastic, self-motivated and customer-focused

Occasional travel for training, delivery of onsite services, or to present at customer events (<5%).

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.