Technical Support Engineer​/L4

Job Description Summary

This role can include repairs (both returns and field), technical support or a field service or other service request Responsible for departmental operations planning/execution or is focused on execution of professional activities within a technical discipline. Functions with some autonomy but guided by established policies or review of end results. The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Key Responsibilities

• Snag list technical clearance upon System Project delivery to the client, until project close
• Classification of SAT Snag list into: missing items, Configuration Issues, Tickets and bugs
• Laise with Project manager for the missing Hardware,
• Minor configuration correction shall be done at site, and for major coordinate with Engineering team
• Tickets and Bugs – Implement recommendations and solutions on site. Engage site services for system reinstallation, and incase of new bugs detection raise the tickets
• Responsible for customer support in all DCS related issues towards external and internal customers
• Business opportunities creation from installed base
• Practical knowledge of DS AGILE, GPG, G500/100, D2x, C264, Legacy systems
• Hands on experience of DCS systems configurations, database creation, testing & commissioning
• Functional knowledge and experience in System architecture, networking and network components configuration like switches, firewalls, routers etc.
• DCS System Troubleshooting experience.
• Collect necessary information (logs, traces…) for further investigation.
• Provide full IEC
  61850 communication support for GE IEDs configuration with GE/non-GE DCS systems
• Creation of L3 cases and follow up with COE

• Own the resolution of post-sales technical customer issues. Level 1,2,3 Technical Support – Resolves post sales Technical Issues. As the technical depth required to resolve an issue increases, the “level” of skill set increases. For some products 1 individual may handle levels 1,2 and 3 while for other products these may be separate individuals with increasing skill sets.
• A job at this level requires a people leader with ability to hire and develop talent. Includes direct people management responsibility including staffing and performance development. Utilizes in-depth knowledge of a technical discipline and analytical thinking and technical experience to execute policy/strategy.
• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
• Uses some judgment and has some ability to propose different solutions outside of set parameters to address more complicated manufacturing processes with technical variety and/or interdependent production cycles. Uses technical experience and analytical thinking. Uses multiple internal and limited external sources outside of own teams to arrive at decisions.
• Acts as a resource for colleagues with less experience. May lead small projects with low risks and resource requirements. Explains information; developing skills to bring team members to consensus around topics within field. Conveys performance expectations and may handle sensitive issues.

Required Qualifications

• Degree in Electrical, Electronics Engineering, or related discipline
• Minimum 5 years of relevant Substation Automation experience in IEC
  61850 Cyber Security and other standard protocols
• The legal right to work in KSA without company sponsorship or time restriction

Required Characteristics

• Ability to discuss and communicate with all stakeholders internal/ external.
• Ability to define problems, collect relevant data, establish facts and draw valid conclusions.
• Strong Knowledge of GE / ALSTOM DCS System
• Knowledge of Arabic language
• Autonomously perform System database configuration
• Autonomously perform DCS testing and commissioning and snag clearance
• Ability to work on DCS System Architecture, System description, Hardware specification, Data list and HMI views
• Comprehensive understanding of Substation operation and processes
• Comprehensive knowledge of IEC
  61850, Modbus, DNP
  3.0, IEC
  101, IEC-103, and IEC-104 protocols
• Ability to quickly understand and correct problems on site and drive correction actions/processes.
• KSA Car Driving license – Expected travels withing Kingdom

Relocation Assistance Provided: No