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Technical Support Specialist

2 months ago

Edinburgh, Edinburgh, United Kingdom ENODA Full time
We are thrilled to present a unique opportunity for a skilled Technical Support Specialist to become a vital part of our team as we expand our operations.
The Technical Support Specialist will assist ENODA clients by addressing, diagnosing, and resolving inquiries related to field devices.
This position is accountable for ensuring prompt response times to meet both internal and external service level agreements (SLAs). The role acts as a crucial intermediary between internal departments and clients to guarantee alignment with the objectives and aspirations of both ENODA's clientele and ENODA itself.
This position necessitates frequent travel across Europe.

About Us Energy is the cornerstone of all activities. Our ongoing success hinges on the availability of reliable, cost-effective, and sustainable electricity. ENODA stands at the forefront of energy innovation, creating advanced solutions for grid operators and developers that eliminate barriers to decarbonization. Our integrated hardware and software offerings seamlessly integrate into existing frameworks, allowing the grid to achieve self-regulation and serve as the primary source of system stability. We are a purpose-driven organization dedicated to empowering humanity to thrive on 100% renewable energy. We prioritize a culture free from excessive bureaucracy, fostering an environment that enables us to fulfill our mission and transform the world.
Explore the ENODA YouTube channel to discover more about our initiatives.
Your Responsibilities:
  • Delivering technical support to end-users or their representatives via various communication channels and guiding them through troubleshooting processes while documenting solutions
  • Identifying and rectifying issues, including electrical hardware, controllers, computing systems, communication systems, and external interfaces to investigate user-reported problems
  • Providing ongoing support for the customer assistance system and serving as the primary escalation point when not on duty
  • Conducting routine maintenance activities such as scheduling cleaning of field equipment, executing remote firmware updates, and performing hardware replacements as necessary, while assessing hardware performance and suggesting upgrades when appropriate
  • Acting as the main contact for clients regarding engineering services related to distribution substations, communication systems, SCADA, transformers, and other power apparatus
  • Establishing and nurturing strong relationships with clients, comprehending their requirements, addressing their concerns, and ensuring overall client satisfaction
  • Offering technical advice and support to client engineering teams concerning design requirements and project planning
  • Assisting subcontractors in setting up new ENODA equipment in customer substations and ensuring compatibility with existing systems, as well as installing, configuring, and upgrading ENODA product components in the field
  • Resolving technical challenges related to substation infrastructure within agreed timelines, ensuring adherence to safety, physical and cyber security, industry standards, customer processes, and regulations
  • Monitoring the customer support system for continuous availability and enhancement
  • Providing insights to ENODA's design teams, suppliers, and vendors to enhance component performance in the field
Desired Qualifications:
  • Bachelor's degree in electrical engineering, Power Systems Engineering, or a related discipline
  • A minimum of 4 years of experience in engineering roles with a focus on substations and transformers or other power equipment, encompassing design, installation, operation, or maintenance
  • Robust technical knowledge in distribution substations, including industry standards, regulations, and best practices
  • Experience in training customers, operators, and other personnel
  • Ability to effectively convey technical concepts to diverse audiences and cultivate strong relationships with clients and stakeholders
  • Familiarity with sensors, control systems, secure communication protocols, distribution substation configurations, equipment, and faults in power systems, along with their signatures and protection methods
  • Proficiency in Operating Systems (Windows and Linux) and hardware/network diagnostic tools


Additional Preferred Skills:
  • Fluency in one or more European languages
  • Relevant certification for entry into electrical substations or certification of high-voltage electrical systems is advantageous
  • Experience or training in containerized software systems and enterprise software
  • Experience with distribution system planning, operation, or field services
What We Provide:
  • Competitive Salary: £55K - £65K based on skills and experience
  • Comprehensive Private Medical Insurance
  • Flexible Pension plan tailored to your needs
  • Generous annual leave policy with a holiday purchase/sell scheme
  • Dental reimbursement program
  • Cycle-to-Work initiative
  • Seasonal travel ticket loan
  • Enhanced company sick pay and Income Protection
  • Life Assurance coverage

This position allows for remote work; however, regular travel will be necessary between our operational sites.

* This opportunity is exclusively available for candidates with existing rights to work in the UK or the European Union. ENODA is fostering an environment that embraces our vision of sustainable prosperity for all. Grounded in the principles of mutually beneficial outcomes and extreme ownership, we strive to act with integrity and accountability.

Our teams are encouraged to relentlessly pursue scientific truth; we thrive on the challenge of collaboratively solving the most intricate problems.