End User Support Engineer, Singapore

  • GE Oil & Gas
  • Experienced
  • Posted 1/7/2019 1:52:38 AM
  • 3180121
  • Job Function: Digital Technology
  • Business Segment: Oil & Gas Digital
Location(s): Singapore; Singapore
Role Summary:The Operational Support Engineer should be familiar with software development, cloud based architecture as well as previous experience and/or demeanor suited for customer service. Provides direct support to end users using scripts/articles and/or automated tools; when needed, captures appropriate information to escalate user issues as per a defined matrix; provides feedback to those writing scripts/articles in order to improve experience for peers and customers.
Essential Responsibilities:Serve as the single point of contact for the customer in all support needs. Represent the customer perspective in all priority setting situations. Participate in the trouble-shooting, testing, documentation, implementation, and maintenance of customer software. Responsible for Stage and Production code pushes and validation. Responsible for producing technical and business documentation in support of software solutions developed – maintaining and updating the customer knowledge base with relevant materials. Collaborate with US, near-shore, and off-shore based team members to deliver software solutions. Implement detailed functional and technical specifications required to satisfy business requirements. Utilize software monitoring and diagnostic tools to assist the customer proactively and reactively. Suggest improvements to all support tools as necessary. Provide functional and technical documentation. Perform other duties as assigned by management:• Listens to or reads about end user problem(s) and locates appropriate scripts/articles for providing assistance• Carefully follows steps in scripts/articles to provide service to end users• Begins to identify gaps, errors, and potential improvements in scripts/articles and shares appropriately• Shares gained knowledge with peers; assists peers who are unable to provide adequate assistance• Self-starter – actively revisits personal and team queue to ensure that end user issues are resolved as quickly as possible• Applies a view of customer success to all customer interactions; engages a peer or supervisor when unable to provide adequate assistance
Qualifications/Requirements:• 2 years experience in an operational type role
Desired Characteristics:• 3-5 years’ experience in operational roles. • Well versed in the ITIL service delivery and operations concepts. Dev-ops concepts
About Us:Baker Hughes, a GE company (NYSE:BHGE) is the world’s first and only fullstream provider of integrated oilfield products, services and digital solutions. We deploy minds and machines to enhance customer productivity, safety and environmental stewardship, while minimizing costs and risks at every step of the energy value chain. With operations in over 120 countries, we infuse over a century of experience with the spirit of a startup – inventing smarter ways to bring energy to the world. Follow Baker Hughes, a GE company on Twitter @BHGECo, or visit us at BHGE.com.
Locations:Singapore; Singapore
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