Tech Support Spec - Database Support (PE)

Job Summary

Semi-senior consultant to provide Level 2 (L2) support for the Honeywell PHD Historian platform, operating within a Standard Operating Procedures (SoP)-based model.
The role focuses on advanced operational support, executing standard, repeatable processes rather than deep product configuration.

Key Responsibilities
-Provide L2 support, including incident analysis, troubleshooting, and resolution
-Execute SoPs and runbooks for recurring issues and service requests
-Monitor system performance and ensure operational stability
-Collaborate with L3 teams when required
-Follow standard configurations and best practices

Key Responsibilities

Troubleshoot And Resolve Critical And Complex Support Tickets Utilizing Advanced Diagnostic Techniques And Tools, Ensuring Minimal Disruption To End-User Operations.
Conduct Root Cause Analysis For Critical Issues And Faults By Hands-On Investigation And Data Analysis, Documenting Findings To Inform Future Preventive Strategies.
Implement Preventive Measures And Solutions To Mitigate Future Defects, Leveraging Insights From Previous Incidents And Collaborating With Development Teams For Systemic Improvements.
Provide Expert Technical Assistance To Team Members During Issue Resolution, Fostering A Collaborative Environment And Enhancing Overall Team Efficiency.
Execute Continuous Improvement Initiatives Focused On Optimizing Support Processes And Enhancing Team Performance Metrics Through Data-Driven Evaluations.

Skill Requirements

Expertise In Product Support, With A Solid Understanding Of Troubleshooting Methodologies And Technical Support Best Practices.
Proficient In Diagnostic Tools And Techniques For Complex Issue Resolution.
Strong Analytical Skills To Conduct Root Cause Analysis And Implement Effective Preventive Measures.
Excellent Communication And Collaboration Skills To Provide Guidance To Team Members And Interact With End-Users.
Familiarity With It Service Management Frameworks And Continuous Improvement Methodologies.

Other Requirements

Required Skills & Experience
-Experience with industrial data historians (e.g., Honeywell PHD, OSIsoft PI)
-Strong troubleshooting skills in support environments
-Experience in SoP-based / process-driven models
-Knowledge of ITIL or similar frameworks
-Fluent Spanish (local team) and professional English (global team)