Customer Support Engineer

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Tata Consultancy Services (TCS) is a global leader in IT services, consulting, and business solutions, supporting digital transformation for hundreds of organizations across the world. Our European delivery network includes more than 15,000 professionals serving over 350 customers across 20 countries.
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TCS has been part of the Romanian tech community since 2019. Our Bucharest office continues to grow, bringing together talented local professionals and creating opportunities to work on meaningful, international projects.

Cerinte

About the role:
The role is part of the teams responsible for the maintenance of post-implementation services, ensuring the development, updating and delivery of technical solutions and consulting of the highest class for key clients in the regions.
Providing consultancy and network design services, conditional monitoring analyses, predictive maintenance, emergency support, ad-hoc maintenance or partnerships for long-term services.
Analysis and possible design / redesign of several changes and / or updates of software components, as well as analysis and schematization, from a hardware and software perspective, of new change requirements from the customer.
The development, testing, implementation and launch of new software components is an essential part of this role.
Carrying out activities that combine analytical and design skills with adequate knowledge of software and hardware technology, in order to define, design, implement, test, implement and modify computer systems containing software as the main component

Job responsibilities:
• Analysis of the client's business requirements and provision of related functional software specifications, as well as delivery of solutions decided on their own or with experts in other fields: design, programming, testing, integration, validation with the client and delivery on site
• Training customers on the use of the systems served
• Pursuing quality assurance standards and procedures in all aspects of software development and system integration
• Taking over the cases from the Support tool and ensuring the achievement of the ‘Service Level Agreement’ target
• Providing customer consulting services
• Resolve requirements that require replacement of defective parts
• Completing, updating and processing relevant documents
• Participation in the final testing of new products
• Possible training in junior testing, being simultaneously an expert in one or more subsystems, providing training and advice in the area of expertise
• Detailed understanding of the technical information of other subsystems
• Troubleshooting in cases of complex problems that do not require redesign or correction
• Provide on-call support using the service phone
• Communication with clients for general or specific issues in the area of expertise
• Collaboration with the marketing department in order to make demonstrations or offers for potential customers
• Involvement in process improvement and updating documentation

Responsabilitati

Requirements:
• Bachelor's or master's degree in Electrical Engineering, Computer Science, or other specialization in the field of "STEM" (science, technology, engineering, mathematics)
• Minimum 5 years of professional experience with energy systems or complex software systems
• Strong knowledge of operating systems, Windows Server, Linux, source code management programs
• Knowledge of virtualization (VMWare, Hyper-V) deployment and administration of virtual machines
• Intermediate programming knowledge (C ++, Java)
• Strong networking knowledge (router configurations, firewalls, network / routing protocols)
• Knowledge of RDBMS databases (MSSQL, MySQL, Oracle), installation and simple PL / SQL queries
• Knowledge of NoSQL databases (CassandraDB, MariaDB, MongoDB)
• Strong knowledge of scripting languages (Shell, .NET, PERL, Powershell)
• Knowledge of industrial protocols (IEC 60870-5-101 / 104)
• Knowledge of SCADA industrial systems
• Software development and system integration knowledge
• Knowledge of English (written and spoken) - advanced level
• Availability for travel: 15% of the time

Alte informatii

Soft Skills & Competencies:
• Strong dedication to service quality
• Excellent communication skills
• Decision-making ability
• Resilience and adaptability
• Strategic thinking and vision
• Risk management skills
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities effectively