Spectral·19 days ago
19 days ago
(O&M) Junior Technical Support Engineer (L1/L2)
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What you'll do
- To process technical inquiries professionally and ensure satisfied clients.
- Provide first-line support (L1) and act as the primary interface for technical issues (L2).
- Receive, assess, and resolve technical requests from various clients. Use ticketing tools, monitor real-time operational data, and be able to interpret technical documentation in simple words. Escalate it to L3 (Software, Control and Project Engineers) with crystal-clear, actionable notes (when and where required).
- Participate in the 24/7 on-call rotation shift roster to ensure weekend and off-hour coverage.
- Leverage your industry knowledge to troubleshoot and resolve customer issues related to renewable energy control systems.
- Iteratively build the knowledge base based on the tickets you close. Write it down once, to build a playbook for future references.
- Work and collaborate closely with our L3 teams to communicate feedback, identify gaps, and contribute to improving the operational processes and communicate effectively with respective teams.
- You need to have a proactive mindset, to actively monitor our dashboards on a daily basis, identifying weird trends/logs before client escalation.
What they're looking for
- A Bachelors/Masters in a technical field (or equivalent practical experience).
- Demonstrable experience in customer-facing technical support, including troubleshooting.
- Solid experience with fault finding and root cause analysis in a technical environment (energy, industrial automation, or complex IT infrastructure).
- Experience working with ticketing systems and monitoring tools.
- Must have experience to work in a 24x7 support environment with an on-call roster.
- Very good verbal and written English communication skills. Dutch would be nice to have.
Nice to have
- Experience in the renewable energy sector specifically (Solar, Wind, BESS).
- Familiarity with GitLab and basic scripting (Python/with remote access tools like Linux).
- Experience setting up support processes or building a knowledge base from scratch in a startup environment.
- Experience handling incident communication with clients during major outages.
- Knowledge of electrical/control systems in the energy sector.
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Spectral
Amsterdam, Netherlands
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