Service Engineer

Job Summary

The Premium Service Engineer I provides in-depth remote support for technical issues which are assigned by the customer. These technical issues are critical in nature and generally time consuming and/or above the level of expertise in the Service Desk. The Premium Service Engineer I is responsible for driving resolution to technical issues, engaging other departments when applicable, and fully documenting the resolution in CRM.

If technical issues cannot be resolved, the Premium Service Engineer I is expected to gather sufficient detailed technical information before escalating to the Tier 2 team. The position requires strong customer service and communication skills and knowledge of utility business functions to support the other team members with the support of company solutions for customers.

• Database queries and detailed investigations to support case management.
• Hands‑on device management, including network configuration, firmware updates, software update support including Command Center, Radio Shop, and Tech Studio updates, field and lab testing support, test script development and execution, AMI lab and test environment support.
• The Premium Service Engineer will respond to technical inquiries, provide in‑depth support to the customer and project teams, and provide network monitoring and troubleshooting.

• Experience with Windows desktop/server platforms and/or Unix, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting.
• 3‑year minimum Landis+Gyr AMI product working knowledge (Command Center, MDMS, or Integration), as Service Desk engineer, TIE, Integration Analyst, or similar.
• High degree of analytical skills; able to complete methodical root cause analysis.
• Excellent communication, documentation, and customer service skills.

• Advanced Landis+Gyr AMI product knowledge with 3+ years of experience.
• Advanced knowledge with Windows desktop/server platforms and/or UNIX, Microsoft Office products, SQL Server and/or Oracle database management and queries, Networking, and Scripting.
• 5 years of experience working on or directly with in a Technical Service Desk setting.
• Perl, .NET Framework knowledge.

• Limited decision‑making with low impact.
• Regular contact with employees, external customers, and/or industry contacts.
• Self‑motivated, proactive, able to work under stressful conditions.
• Ability to work independently or with a team.
• Ability to lead projects.
• Ability to multitask and prioritize.
• Occasional travel to other locations may be required.

• Bachelor’s degree in engineering, computer information systems, or related field.
• Minimum of 2 years of experience in technical support in the Utility industry or a closely related field.
• Combination of education, relevant experience, and previous performance will be considered.

Typical indoor office environment with the majority of time spent sitting and working on a computer using keyboard, mouse, and monitor. Occasional use of other devices such as phone, copier/printer/fax, etc.

Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 25 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.

Ensure continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

We offer a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k) retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid…