Job Description

Purpose of the Job

The primary purpose of this position is to deliver superior customer (External &Internal -GTAC) satisfaction with the HPS Technical Support response, communication, and resolution of customer cases/tasks for the HPS System and Infrastructure line of business. The SST engineer supports to global GTAC team, providing support for performing Network Analysis, Reproducing/ Analysing the issues a defined set of products/technologies. Works closely with GTAC Team, consultants, colleagues globally to support for Network Analysis, Lab Reproduction to provide world class support for HPS- Systems customers (External &Internal -GTAC). Visit to customer locations may be required for critical site investigations.

Responsibilities

Primary Responsibilities

Deliver SST -Lab Reproduction support specialized in Network, Platform, and Infrastructure area.
Proactively manage and respond to GTAC Engineers questions, issues, and input accurately and within agreed Service Level Agreement.
Respond to GTAC Engrs inquiries by diagnosing the issue and providing the most appropriate technical support.
Comply with all SST/GTAC processes for Task management, documentation and proactive customer (External & Internal-GTAC) communication.
Provide GTAC Engineers with periodic updates, so that they can interface effectively with the customer using current information.
Maintain accurate and timely case/task notes per GTAC/SST process.
Maintain strong case documentation that will help to create knowledge article after issues resolution.
Maintain internal Lab hardware and software used to provide customer support infrastructure
Identify productivity Ideas, implement the same and institutionalize, realize the benefit.
Keep abreast with latest technical advanced in the broad HPS product/systems portfolio, while maintaining expert knowledge on a designated product line.
Open to work on rotating shift to provide remote support for global GTAC Engineers/ Customers.
Proactively escalate issues through SST/GTAC Leadership.

Key Performance Measures

Respond to the high volume of GTAC Engineers task in an efficient and accurate manner, meeting or exceeding the SST published SLA (Service Level Agreement) for SST-Task Response and Resolution.
%age of productivity improvement that results in SST process optimization.
Capturing, creating the Knowledge articles for effective explicit knowledge management system.
Maintain proactive and timely communications, providing frequent and informative customer updates according to SST/GTAC processes.
Keep pace with new product development while maintaining expertise in the existing systems. Accomplish defined skills development by completing all assigned training on-time or early.
Demonstrate versatile technical proficiency, flexibility, independence (self-starter) and proactive mentoring/knowledge sharing.

Qualifications

Education Required

Engineering in Instrumentation, Electronics & Communication or related streams.

Work Experience Required

YOU MUST HAVE

Bachelor degree with minimum 7 years of experience in industrial networking, Microsoft platform, virtualization
CISCO Certified Network Associate or similar level networking certification or direct experience configuring and maintaining managed networking equipment, firewalls.
Microsoft Certified Solutions Associate or direct experience configuring and maintaining Microsoft Windows Servers, domain controller, active directory services etc.
Systems and network hardening and audit compliance experience
Microsoft Patch management solutions (WSUS, MSSC) experience
Antivirus solutions experience with centralized management (McAfee ePO, Symantec EPM)
Working experience with TCP/IP networks (network/device configuration, firewall administration)
Troubleshooting skills to resolve network, system and application or system integration issues
Installation, maintenance, technical support of Operating systems experience; Virtual machines
Experience in third party communication using OPC & Modbus protocols

WE VALUE

Experience in Honeywell control system design, implementation and troubleshooting on

Experion FTE network, OneWireless, Virtualization and Backup recovery
Cyber Security product such as Application whitelisting / Risk Manager / Service Node
Windows Update rollout

Experience on Cisco / Dell Hardware configuration and troubleshooting
Experience on Cloud data solution implementation and troubleshooting
Experience on Microsoft Active Directory and Workgroup implementation and troubleshooting
Experience or capabilities in configuration of cyber security technologies, controls and solutions; like access management, network security, endpoint security, application security, IDS/IPS, deep packet inspection, SIEM, data analytics, security and/or risk management
Technical background in the areas of industrial control systems, process control networks, SCADA or other industrial automation is important and preferred
Experience working in industry (Oil and Gas, Chemical industry)
VMWare Certified Associate or direct working experience with Virtualization products

Behavioral Competencies Required

Excellent communication verbal, written, and collaborative skills.
Customer oriented: understands & addresses (internal & external) customer needs and concerns, strong customer advocate
Ability to work as part of a cohesive geographically and culturally diverse team.
Analytical thinking and decisive judgment:

Analyse issues and problems systematically
Gather broad and balanced input
Draw sound conclusions, translate into timely decisions and actions.

Must have a drive for results and to make things happen, be proactive.
Creative, self-motivated, problem-solving skills (thinks outside of the box)

Language Requirements

Fluent in English

About Us

Honeywell helps organizations solve the world's most complex challenges in automation, the future of aviation and energy transition. As a trusted partner, we provide actionable solutions and innovation through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation business segments – powered by our Honeywell Forge software – that help make the world smarter, safer and more sustainable.

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