Technical Support Engineer

We have an opportunity for aTechnical Support Engineerto join us atHoneywellinMilan.

This role is part of Southern Remote Buildings Operations Centre which runs technical help desk service.You will be part of an office-based team who are the first point of contact for our contracted customer base and global service solutions.In addition to this, you will provide technical assistance to our national field service team. It will be your responsibility to ensure our customers get their issues resolved in the most expedient way possible and by their SLA agreements. You will achieve this by offering remote fixes, alarm management, managing service visits, and escalating quality issues throughout the business when needed. Another vital role this team plays is in the design and development of new onsite and remote technical services, which address the customer’s intelligent building needs.

Honeywell

With over 125 years of proven building solutions, Honeywell is building ecosystems that put the occupant at the center and fostering environments of efficiency, productivity, and collaboration. Honeywell customers have saved $6B in Energy & Operational Savings since 1979 and we have completed approximately 6,000 guaranteed efficiency projects for our customers.

Transform the way buildings operate to be safer, more productive and more energy conscious.

Key requirements

·Providing remote technical assistance for contracted customers and the HBOC field service teams.

·Carry out and support the services the HBOC offers to its customer base.

·Manage customer requests who have varying levels of expertise.

·Liaise with third-party providers on non-Building Management Systems-related problems ensuring we deliver enhanced customer service.

·Represent technical issues from both Field Service and customer sites at the appropriate technical forums.

·Driving energy savings through applying BMS expertise.

·Liaising with Field Service Account Handlers to resolve customer queries.

·Carrying out development project work to enhance the Energy & Applications Team offering.

·Contribute to the design, engineering, configuration, implementation, commissioning, support/maintenance, and upgrades of Honeywell’s OT, Connected Services, and Enterprise Software Applications (EBI, DVM, EM, Forge, Pulse, etc.) in the service LOB.

·Be the Region’s focal point and subject matter expert (SME) for Honeywell OT, Enterprise Application, and Connected Services.

·Ensure the global alignment, adherence, and standardization of the design, installation, service, and upgrades of Honeywell OT and Enterprise Applications concerning the ICT and Cybersecurity services and technology selection of hardware/software.

·Take ownership of site issues and work in collaboration with TAC to ensure any issues with OT, Enterprise Applications, or Connected Services are identified and rectified promptly

·Work in collaboration with all relevant stakeholders to drive and articulate the importance of ICT and Cybersecurity in connected and critical infrastructure to our existing customer base and new customer portfolio.

·Work with customers to understand their requirements to ensure the proposed solution meets their needs and requirements, providing alternatives if needed/required.

·Provide technical direction, training and support to local field service specialists for operation, maintenance and troubleshooting of all OT, Enterprise Applications and Connected Services.

·Use strong Quality Assurance (QA) procedures for implementation/upgrades and ensure defect-free hardware and software to field delivery team

·Contribute to Technical Risk Reviews (TRR) for all service project works in your respective Region that involve OT/Enterprise Applications/Connected Services.

·Work with the relevant ICT/Cyber teams to protect the integrity of the Honeywell implemented software, server and network infrastructure.

Key skills and qualifications

·Bachelor’s degree in Software Engineering, Electrical Engineering, Mechanical Engineering, Mechatronics Engineering

·Minimum 3-5 Year’s experience in the design, implementation, and maintenance of Honeywell OT, Enterprise Applications, and Connected Services.

·Strong understanding of industry-standard communications protocols (BACnet, Modbus, OPC, SNMP, API)

·Knowledge of ICT/Cybersecurity fundamentals

·Intermediate to Advanced computer skills

·Fundamental knowledge of 3rd party IoT technologies and software applications

·Knowledge of Honeywell field applications (HVAC, Security, CCTV, Fire, etc.)

·Excellent analytical and problem-solving skills and the ability to develop innovative and creative solutions in a complex multiple-systems environment

Our offer

·A culture that fosters inclusion, diversity, and innovation in an international work environment

·Market specific training and ongoing personal development.

·Experienced leaders to support your professional development

Equal opportunity statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Join us nowand be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!

#TheFutureIsWhatWeMakeIt

ADDITIONAL INFORMATION

• JOB ID:HRD220927
• Category:Customer Experience
• Location:Cologno Monzese,Via Alessandro Volta,16Palazzo C Piano7,Milano,20093,Italy
• Nonexempt
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