Technical Support Engineer – Building Automation Your mission Intesis provides innovative solutions for home & building automation. To support our growth, we are hiring a Technical Support agent.
This is a hybrid role that requires working at least two days a week (Tuesdays and Thursdays) from our offices in Igualada - Barcelona (Spain).
Reporting to the MU Services Manager, you will perform the following tasks:
TECHNICAL SUPPORT
Technical support for agents in the first and second levels.
Direct technical support to VIP end customers of our products, via telephone, mail, and remote desktop (after-sales).
Ticket escalation to product engineers and R&D.
Test setups to reproduce issues.
Compatibility tool management for HVAC solutions.
Assistance / doubt-resolution to the sales team on our product (pre-sales).
Follow-up of support cases requiring action.
Setup and maintenance of helpdesk tools.
TECHNICAL TUTOR
Technical support tutor for agents in first and second tier. The content will be oriented to train other agents and customers in the use and functionalities of Intesis solutions.
Course's preparation and content generation for HMS academy.
PRODUCT DOCUMENTATION
Elaboration of technical test reports, as required by Product Managers.
Identification and reporting of deficiencies or mistakes found in technical documentation of our products.
Knowledge base articles generation.
Your profile Technical degree in Electronics, Telecommunication, or similar.
Fluent level of English and Spanish.
Solid technical background in field bus technologies and domotics & inmotics technologies.
Natural ability for communication and customer relationships management.
Strong documentation skills (in Spanish and specially in English).
Essential requirements:
Technical degree in Electronics, Telecommunication, or similar.
Fluent level of English and Spanish.
Solid technical background in field bus technologies and domotics & inmotics technologies.
Natural ability for communication and customer relationships management.
Strong documentation skills (in Spanish and specially in English).
Will also be valued:
Command of other languages: French, German, Portuguese, Arabic.
Previous experience in customer-facing technical support of similar products.
Experience in standard protocols for building automation (KNX, BACnet, Modbus, LonWorks, etc.)
Experience in multi-protocol integrations.
Experience in one or more programming languages.
Experience in testing / validation of embedded systems.
Why us? We believe that work should be challenging, rewarding, and fun.
A GOOD PLACE TO WORK
Our employee satisfaction surveys indicate that people enjoy working here at HMS and especially appreciate the informal and relaxed atmosphere. Since we work with cutting-edge technology, it is crucial that we must constantly develop our skills and knowledge.
As an HMS employee, you will be able to develop your technical skills in the relaxed environment of an international company.
ATMOSPHERE AND VALUES
We like to say that we put our "Heart, M ind and Soul" into what we do. That makes for a pretty good abbreviation too.
HMS is a company committed to equal opportunities that guarantees equal treatment for all people, so it does not discriminate against candidates based on gender, race, ideology, or age.
WHAT WE OFFER YOU
We are committed to a long relationship. Work in a growing and well-positioned company with a high employee satisfaction index.
Permanent contract.
Annual base salary, according to candidate proven skills.
Flexible working time.
A lot of fun: work in an open-minded and friendly environment.
And other benefits highly appreciated by our team, as, for instance: chance for a Flexible Retribution Plan; go to the gym you want at an incredible price; participate on Share Saving Program of HMS (buying shares of the company); celebrations and team-building activities; training plan and professional career plan; and much more.
Founded in 2000, today Intesis is a leader in design, fabrication and commercialization of innovative solutions for building automation. We provide the most advanced communication gateway solutions for integrations of different systems. Our solutions are developed for integrators, specifically designed to be robust so they are reliable in the field and easy to set up.
In 2016, Intesis was acquired by HMS Networks , market leader in solutions for industrial communication and the Industrial Internet of Things, IIoT. The Intesis brand is HMS central brand for Building Automation products and solutions. The other main markets for HMS are Manufacturing, Power, Energy, Transportation, Infrastructure and Logistics.
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