The team is responsible for supporting customers in the “Industrial Automation” business in our Pacific Zone of Australia and New Zealand. Schneider Electric has an opportunity for an individual to join the 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 1-2 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