Technical Support Specialist

This is a Technical Support Specialist role, reporting to the Management Staff – Control IT Manager in Business Area – Industrial Automation (IA) and located in Bangalore. You will be responsible to ABB front end Level 2 support organizations for all aspects of customer issue resolution during system design, acceptance testing, installation, commissioning, and long-term operation of installed systems.

Qualifications:

• Bachelors or master’s degree in Electrical/ Mechanical/ Computer Science/ Computer Engineering/ Software Engineering or equivalent.

Experience:

• Required 3-5 years of experience in Tech Support, Networking and installing of Operating Systems.

Location:

• Bangalore, Karnataka (India)

Responsibilities:

• Managing support cases concerning PCP products escalated by ABB front end Level 2 organizations maintaining complete transparency to all parties concerning identified issues, status and plan for resolution as well as ensuring proper case documentation on closure.
• Diagnosing and Isolating problems through analysis of user problem descriptions, review of log files, remote diagnostics, etc. to provide technical expertise to resolve identified issues.
• Participating in meetings with front end L2 organizations, other L3 centers, L4 R&D organizations and occasionally end customers to facilitate information gathering and description of planned or implemented resolutions.
• Maintaining technical competence for responsible products and third-party technologies.
• Contributing to knowledge database of known product issues to facilitate sharing of information with other support personnel to aid in future problem solving.
• Identifying systemic issues and participating in the development of field communications to be released to the public.
• Participating in product development projects to help define supportability requirements and product support plans gaining knowledge of new product features and capabilities in preparation of supporting releases of new products, product features or product versions.
• Maintaining lab environments keeping systems up to date with new system versions and introduction of new products and components while also maintaining backward combability for all supported product versions.
• Providing cross training of L3 personnel both in local and other global L3 organizations.
• Living ABB’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your Background:

• Professional experience in process automation business with sound knowledge and hands-on experience in servicing, maintaining, or commissioning of systems.
• Preferably knowledge in ABB PA-PCP products (800xA, Symphony+, Freelance, etc.).
• A high level of self-motivation, curiosity, and desire to learn about new technologies applying a problem-solving solution-oriented mindset.
• Demonstrated sense of ownership and responsibility working both individually and in a team.
• Good English communication skills (both verbal and written).
• Possible requirement for domestic and international travel in specific cases.