System Support Engineer

Xylem Inc. Morrisville , NC 27560

Posted 3 months ago

Xylem |zlm|

  1. The tissue in plants that brings water upward from the roots;
  2. a leading global water technology company.

We're a global team unified in a common purpose: creating advanced technology solutions to the world's water challenges. Developing new technologies that will improve the way water is used, conserved, and re-used in the future is central to our work. Our products and services move, treat, analyze, monitor and return water to the environment, in public utility, industrial, residential and commercial building services settings. Xylem also provides a leading portfolio of smart metering, network technologies and advanced analytics solutions for water, electric and gas utilities. In more than 150 countries, we have strong, long-standing relationships with customers who know us for our powerful combination of leading product brands and applications expertise with a strong focus on developing comprehensive, sustainable solutions. For more information, please visit us at www.xylem.com

If you are excited and passionate about helping us solve water, we want to hear from you!

Sensus, a Xylem brand, helps a wide range of public service providers from utilities to cities to industrial complexes and campuses do more with their infrastructure to improve quality of life in their communities. We enable our customers to reach farther through the application of technology and data-driven insights that deliver efficiency and responsiveness. We partner with them to anticipate and respond to evolving business needs with innovation in sensing and communications technologies, data analytics and services. Learn more at sensus.com and follow @SensusGlobal on Facebook, LinkedIn and Twitter.

The Role: Sensus, a Xylem brand, seeks to hire a Systems Support Engineer who will be part of the Technical Services group that provides AMI/AMR software/hardware and technical support for the three main utility markets (electric/gas/water/lighting) in North America served by Sensus. This position will perform 2nd tier/triage technical support for software/hardware and phone/onsite technical support in water/gas/electric utility markets.


Essential Duties/Principal

Responsibilities:
  • Perform software/hardware phone support and on-site support (on as needed basis), on AMR/AMI systems.

  • Primary functions include telephone support of these products with a thorough understanding of our commitment to response times, call escalation procedures, and customer satisfaction.

  • Participate in the day-to-day operations of handling Technical Service requests from Sales, Distributors, PM, and external customers using AMR/AMI systems with the expectancy of a minimum of 8 to 10 support calls a day.

  • Resolve the customer's issues via their past experience, their current working knowledge, or by using the knowledge management tool within Salesforce.

  • Provide excellent customer to the customers.

Minimum Qualifications:
Education, Experience, Skills, Abilities, License/Certification:

  • Bachelor of Science Degree in computer science, network administration or electrical engineering; or equivalent experience is desirable

  • This position requires 3+ years experience with some or all of the following: UNIX/Linux command line, SQL and basic SQL commands, as well as network troubleshooting.

  • Must be flexible to work the non-standard hours Monday thru Friday and will have a rotating on-call schedule.

  • Excellent verbal and communications skills required for phone support of software/hardware products.

  • This position requires a self-starter and someone who takes the initiative on issues with minimal supervision.

  • Ability to work collaboratively within a team environment of engineers to meet aggressive goals and high quality standards

Physical Demands:

(The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Regularly required to sit or stand, reach, bend and move about the facility

Work Environment:

(The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

  • Office: Standard office equipment; work usually performed in an office setting free from any disagreeable elements.

  • Standard weekly job hours: 40 hours

Xylem is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


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System Support Engineer

Xylem Inc.