Engineer, Digital Service Support (Field)

Role purpose

System support

• Perform regular system checks and support tasks to keep Digital Solutions systems operating efficiently.
• Diagnose and troubleshoot infrastructure issues to prevent disruption and minimize downtime.
• Coordinate vendor updates, maintenance, repairs, and support services; follow up on open incidents for timely resolution.

Reporting and service improvement

• Prepare departmental statements and reports and maintain project files tracking service delivery and progress.
• Collect customer feedback, analyze service shortcomings, and present findings to the Digital Solutions Senior Engineer.
• Improve digital customer support with service strategies and feedback mechanisms; work with marketing and communications to inform customers about services and support options.
• Evaluate and update support processes; monitor service data, develop performance metrics, analyze trends, and report insights to management.

Generic accountabilities

• Plan, supervise, and coordinate assigned activities and train assigned staff.
• Contribute to budgets, work plans, performance objectives, policies, processes, systems, and procedures.
• Design process-improvement tools, identify improvements against best practices and ISO standards, and comply with HSE and sustainability requirements.
• Provide inputs to section management information and progress reports.

Qualifications and experience

• Bachelor’s degree in Computer Science, IT Engineering, or equivalent.
• Two years of relevant IT experience, including involvement in system implementation support and IT operational management.

Skills

• Planning and time management, innovation and conceptual thinking, and analytical decision-making.
• Ability to explain technology solutions in business terms; interpersonal, teamwork, communication, and presentation skills.

Working relationships