Analyst-Remote Support

Responsibilities

1. Monitor remotely, critical infrastructure equipment which supports IT systems and components in the electrical distribution through an integrated platform, followed by relevant incident and problem management

2. Responsible for answering incoming telephone calls, alerts, and web-based incidents and prioritising customer support needs

3. Manage and maintain critical facility Monitoring Systems (monitoring and management of air-conditioning, UPS, generators, power usage, running health and safety and housekeeping checks)

4. Awareness and alignment to internal OLAs, external SLAs and personal KPIs

5. Understanding of Energy Efficiency concepts and identifying opportunities to optimise energy consumption patterns.

Mandatory skill sets

• Good communicator with a natural aptitude for dealing with people

• Ability to converse in English fluently.

• Ability to write formal emails

• Good email and phone etiquette

• Basic knowledge of electrical concepts/devices and electronics is essential

• Working knowledge of major operating systems (Microsoft), Optional

• Demonstrate flexibility and an ability to learn quickly.

• Good problem-solving abilities and aptitude to understand and explain technical information.

• Proven ability to work towards individual and team targets.

Secondary

• To be able to contribute as an Individual contributor and a team player.

• Preference for previous experience in Building Management systems or similar monitoring platforms.

• Knowledge of Incident Management, Problem Management and Change Management

• Willingness to work in rotational shifts, including the state /national holidays.

Experience

• 2 to 3 years of experience in a technical contact centre with voice process supporting UK /Europe/US

• 2+ years of field experience as a service engineer for UPS, Cooling systems, and Electrical Distribution will be an added advantage

Education

BE/Btech in electronics /Computer science.

Three-year diploma from a reputed institution

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150 000+ employees in 100+ countries

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