Job Description
Service Engineer
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Full Time, Exempt, Travel up to 10%
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Position Description
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The Service Engineer is a critical member of the Merit Controls team, and functions as the point of contact for customers to help them address technical issues. The key role of the Service Engineer includes diagnosing, analyzing, troubleshooting, and resolving complex problems quickly and efficiently within the contracted SLA requirement. They are effective in relationship management, communicating clearly with customers and third parties, and understanding the issues of the various equipment and service providers; making them uniquely able to effectively coordinate the resolution of an issue between and among support staff, third parties, and customers. This role requires strong technical knowledge and close collaboration with the internal engineering teams, customer, O&M provider, asset management team, equipment providers, and regional ISO. The Service Engineer will contribute to our industry-leading SCADA, Controls, Network, and Data Analytics platform by feeding back lessons learned from field incidents, improving the Merit Controls product and driving the growth of renewable energy technologies. This position reports to the Director of Technical Services.
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Key Responsibilities
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Service Engineer I:
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Incident Management:
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- Troubleshoot Level 1 technical issues related to computer systems, network, firewalls, controls, SCADA and associated Hardware.
- Coordinate with third-party 24/7 service desk for a smooth hand over of escalated issues and provide guidance when required.
- Able to travel to site on short notice as required by management.
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System Management:
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- Perform regular system maintenance tasks, including system operation, patching, updates, and backups.
- Collaborate with the infrastructure team to ensure the stability and reliability of applications and tools.
- Generate system reports per customer contract (weekly, monthly, quarterly, and annually) and prepare.
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Knowledge Management:
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- Maintain a repository of known issues and solutions to improve incident resolution times.
- Maintain a repository of system configuration including serial numbers, firmware and software versions.
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Communication:
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- Serve as a key technical liaison between various departments, ensuring Service Team needs are adequately addressed.
- Keep stakeholders informed about ongoing incidents, planned maintenance, and any potential system downtime.
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Continuous Improvement:
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- Proactively identify areas for improvement within the service desk processes and propose solutions.
- Stay updated on the latest advancements in solar and storage technology and how they intersect with IT and OT infrastructure.
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Training and Development:
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- Attend relevant courses and workshops to enhance technical skills and knowledge.
- Adhere to quality management processes in accordance with Merit Controls' ISO 9001 certification.
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Service Engineer II:
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Responsibilities in addition to Level I
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Incident Management:
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- Troubleshoot and resolve escalated technical issues (Level 2 and Level 3) related to computer systems, network, firewalls, controls, SCADA and associated Hardware.
- Train 7x24 help desk to resolve simple issues immediately though use of FAQ, knowledgebase, and training sessions.
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System Management:
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- Oversee regular system maintenance tasks, including system operation, patching, updates, and backups.
- Review system reports per customer contract (weekly, monthly, quarterly, and annually) and prepare for customer submission.
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Knowledge Management:
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- Regularly review and update the repository of known issues and solutions to improve incident resolution times.
- Create and update documentation for troubleshooting and standard operating procedures.
- Create necessary documentation, including SOW, User Guides, FAQ, etc. as needed
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Communication:
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- Escalate issues timely and effectively to ensure customer SLA are achieved. Work closely with various departments to resolve conflicting priorities and constraints.
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Continuous Improvement:
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- Lead improvement of service desk processes to achieve best in class service, response, and expertise.
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Training and Development:
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- Mentor Level 1 Service Engineers and provide training sessions when necessary.
- Teach relevant courses and workshops to enhance technical skills and knowledge for help desk and other Service Engineers.
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Service Engineer III:
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Additional Responsibilities in addition to Level II:
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- Serve as a subject matterexpert and mentorfor junior team members.
- Configure firewalls, VPNs, IDS, DNS, DHCP, SDN, and network segmentation technologies.
- Assist in the implementation of network integration for small-to-large scale renewable energy sites.
- Proactively identify and resolve complex network security issues.
- Perform Disaster Recovery operations from bare system to full network, including Server and Firewall configuration, controls system and SCADA system deployment
- Support and troubleshoot telco communications for remote sites.
- Support Business Development team in developing new Service Offerings.
- Collaborate with teams on major projects during the proposal phase, conducting research and analysis based on customer proposals and specifications.
- Collaborate with other departments to enhance overallsystem reliability and performance.
- Participate in strategic planning and contribute to the development of long-term Service team goals.
- Provide high-level technical support and troubleshoot complex issues.
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Preferred Position Requirements
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Experience:
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- Level I: 0-3 years of relevant experience is required.
- Level II: 3-6 years of relevant experience is required.
- Level III: >6years of relevant experience is required. Experience working within renewable energy including industrial or utility scale PV solar, BESS or Wind is preferred.
- Strong understanding of Industrial Networking, Control Systems, SCADA Systems.
- Ability to troubleshoot and provide support in unfamiliar environments.
- Experience with managing Windows Domain, DHCP, DNS, and GPO.
- Proficiency with Cisco switches, routers, and firewalls.
- Experience with Hirschmann switches and routers.
- Experience with Palo Alto and Fortinet firewalls.
- Understanding of VLAN segregation and DMZ design, including IP schemas.
- Proficient in all Windows Server and Windows Desktop versions.
- Experience managing an Azure or AWS environment.
- Familiarity with Dell servers and workstations.
- Experience in both IT and OT environments is required.
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Education:
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- Bachelor’s Degree in computer science, engineering or related field, or equivalent experience.
- Certification in OSHA 10, within 6 months after joining company.
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Note: The OSHA certification emphasizes the importance of safety and preparedness within the company. Candidates who do not currently hold these certifications must be willing to obtain them within a reasonable timeframe after joining the company.
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Behavioral:
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- Demonstrated ability to work well in collaborative team environment and start-up atmosphere.
- Enthusiasm for taking on new and challenging tasks.
- Strong interest in renewable energy, energy storage and their applications.
- Excellent analytical, quantitative, and interpersonal skills.
- Ability to multitask in a fast-paced, collaborative working environment.
- Entrepreneurial mindset and self-starter.
- Sense of humor and ability to build positive relationships.
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Physical Demands & Working Conditions:
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- Sitting/Standing/Flexibility: Ability to stand and sit for 8 or more hours when in an office environment.
- Speech/Reading: Ability to speak, read, and write English proficiently and deliver a variety of instructions furnished in written, verbal, diagram, or schedule form.
- Lifting: Ability to lift items weighing up to 25 pounds.
- Vision/Hearing: Ability to understand a variety of instructions furnished in written, verbal, diagram, or schedule form.
- Safety: Ability to understand and communicate safety precautions when necessary.
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Note: The above job description outlines the general nature and level of work performed by individuals assigned to this position. It does not restrict the tasks that may be assigned based on evolving business needs.