Offers “General Electric”

Expires soon General Electric

Application Operations Engineer

  • Florida (Florida Adentro Barrio)
  • Design / Civil engineering / Industrial engineering

Job description

3247609
Additional Cities

Miami
Career Level

Experienced
Relocation Assistance

No
Business

GE Digital
Business Segment

Digital Technology
Function

Digital Technology
Country/Territory

United States
Additional States/Provinces

Florida
Postal Code

33133
Role Summary/Purpose

Digital Workplace Support (DWS) within GE Digital is responsible for delivering world class end user support.
In this role, you will deliver Printer As A Service (PaaS) support globally collaborating between L1/L3, Service owners, and operations. This role is responsible for enhancing the user experience by continuously improving the service and experiences. As the L2 Support Engineer, you will assist in building a team of teams and encouraging the team to succeed.
Essential Responsibilities

In this role, you will:

Based on the complexity of issues, you will strive to provide excellent customer service to employees from GE Businesses.

The role will work hand in hand with operations as a technician on the L2 support team in identifying & resolving issues directly with end users and vendors.
It includes:

·  Become an expert on the Print as a Service product within GE and accountable for identifying opportunities to improve overall user experience

·  Support end user issues by providing the effective solutions

·  Effectively manage escalations to resolution

·  Partner with product teams to plan and test automation solutions

·  Engage with the vendor to trouble shoot and resolve an issue within the product

·  Support quality initiatives for continuous service improvement & optimization

·  Drive to increase the business Net Promoter Scores (NPS)

·  Identify efforts to improve and simplify End-User experience by reducing the volume of tickets, reducing touch points, improve accountability, and driving the usage of the self-service tools

·  Participate in new technology pilots and programs to ensure end-user support readiness for go-live launches

·  Drive a higher level of customer satisfaction by improving support team quality, knowledge, and training

·  Provide support for acquisitions and divestitures to ensure seamless transitions into and out of GE

·  Partner with other regional teams and services owners to share and promote best practices and lessons learned

·  Work closely with the Quality, Knowledge, and Shift Managers.

·  Responsible for taking direct support cases from users of the GE’s Industrial Cloud PaaS & SaaS customers

·  Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs

·  Troubleshoot application alerts from monitoring tools and follow SOPs to resolve or escalate appropriately

·  Work directly with service architects to help reproduce and resolve customer issues

·  Drive customer communication during critical events and lead retrospective meetings

·  Drive projects that improve support-related processes and our customers’ technical support experience with minimal guidance

·  Write tutorials, how-to videos, and other technical articles for the customer community and knowledgebase articles and keep them up-to-date

·  Work on critical, highly complex customer problems that may span multiple services

·  Participate in 24x7 on-call rotation and work with global teams

·  Collaborate with cross functional stakeholders
Qualifications/Requirements

Basic Qualifications:

·  Bachelor’s Degree in Computer Science or in “STEM” Majors (Science, Technology, Engineering and Math)

·  A minimum of 2 years of professional experience

Eligibility Requirements:

·  Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job

·  Must be willing to travel (up to 10%)

·  Must be willing to work out of an office located in Miami, Florida
Desired Characteristics

·  A technical engineer, with extensive experience in solving challenging issues in high pressure environment

·  Experienced with agile/iterative project methodology such as Scrum, preferably with experience using agile project management tools such as JIRA or Rally

·  Excellent communicator, works well in a team environment, and welcomes challenges

·  Self-starter with ability to manage multiple priorities in a fast paced work environment

·  Strong problem solving and analytical skills demonstrated the ability to assimilate new information and understand complex topics

·  Experience working in a global atmosphere

·  Spanish or Portuguese language skills a plus

·  Knowledge and experience with ServiceNow

·  Demonstrated ability to drive results in a dynamic and fast pace environment

·  Drives change initiatives & strategies

Technical Expertise:

·  Experience supporting large Cloud Based printing environments

·  Experience supporting Multi-Function Enterprise printers.

·  Strong working experience troubleshooting Printer Logging into servers, sending jobs, authentication,
retrieving jobs, self-enrolment, configuring a queue, Cloud platform / Data base, Operating System , DNS / LB / Firewalls / In. circuit , PITC - External Access, Corporate Network

Business Acumen:

·  Strong oral and written communication skills

·  Strong business analysis and problem-solving skills

·  Proactively engages with cross-functional teams to resolve issues and design solutions using critical thinking and analytical skills and best practices

·  Ability to interact at all levels of the organization and with other GE businesses
About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is anEqual Opportunity Employer . Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.
Additional Eligibility Qualifications

GE will only employ those who are legally authorized to work in the United States for this opening.
Primary Country

United States
Primary State/Province

Florida
Primary City

Miami

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