Graduate Engineer Trainee - Global Hardware Support

Key Responsibilities :

• Incident Management & Technical Support :
• Handle and resolve 1st level technical issues for GOR products efficiently.
• Monitor sites remotely using dashboards to track key KPIs and metrics.
• Ensure no Ranger exceeds 30 minutes in Error, Processing, or Alert Type 1 tasks.
• Follow internal escalation procedures and adhere to committed SLAs for each reported issue.
• Coordination & Collaboration :
• Coordinate with onsite engineers to recover Rangers based on alerts in the MLE dashboard.
• Support L3 Hardware lead in developing a technically competent team of engineers.
• Monitoring & Documentation :
• Send MLE snapshots at the start and end of each shift.
• Maintain accurate technical documentation for sites, including new product lines or features.
• Track hardware components across sites and ensure proper preventive maintenance.
• Predictive & Preventive Measures :
• Develop frameworks to predict potential failures and implement preventive measures.
• Provide guidance on diagnosing and repairing both hardware and software issues.
• Customer & Performance Management :
• Ensure customer satisfaction through direct liaison with client representatives.
• Measure and report performance indicators and site service objectives.
• Report near misses, incidents, and identify opportunities for improvement.

Skills Required

Technical Support, Field Operations, Hardware Troubleshooting, Sla Management