Wenco International Mining Systems Ltd.
Jobs
Technical Services Analyst | Analista de Servicios Técnicos
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The Role
Provides Tier 1 remote and on-site technical support for enterprise mining software. Responsibilities include troubleshooting software, hardware, networks, databases, and servers; maintaining test environments; documenting issues; supporting implementations and upgrades; conducting site inspections; and delivering customer training. The role also coordinates mine-site resources, contributes to product documentation, and supports clients in remote, high-pressure environments.
Summary Generated by Built In
Wenco International Mining Systems (www.wencomine.com), a subsidiary of Hitachi Construction Machinery (HCM), provides industry leading, innovative technologies to customers in the mining and material movement sectors, enabling sustainable and safe operations.
Reportando al Gerente de Servicios al Cliente. la responsabilidad principal del Analista de Servicios Técnicos es brindar soporte remoto y en terreno de Nivel 1 a los clientes. También será responsable de brindar capacitación personalizada y en el aula a los clientes.
Entregables Clave y Responsabilidades:
En la Oficina:
- Brindar soporte oportuno por teléfono, correo electrónico y acceso remoto a los clientes existentes
- Mantener entornos de sistema duplicados de clientes existentes con fines de prueba y resolución de problemas
- Registrar / documentar todos los problemas del cliente hasta su resolución utilizando el sistema de seguimiento de problemas de Wenco
- Planificar y practicar para la implementación del sistema y proyectos de actualización
- Revisar y contribuir a la documentación del producto
- Realizar la 'función de soporte de primera línea' de Triage Desk.
En el Sitio:
- Realizar implementaciones y actualizaciones exitosas
- Llevar a cabo inspecciones e informes del sitio en preparación de las implementaciones
- Coordinar los recursos del personal de la mina según sea necesario
- Proporcionar formación presencial y personalizada sobre el uso y la administración del sistema.
- Solucionar problemas de software, hardware y red.
- De 3 a 5 años de experiencia en soporte para usuarios y administradores para un sistema de software de clase empresarial
- Conocimiento y experiencia sólidos con sistemas de gestión de flotas y productos de alta precisión y / o salud de la máquina
- La experiencia / conocimiento minero sería un activo
- Bases de datos SQL (capacidad de administración avanzada), OpenTSDB, InfluxDB (moderado)
- Sistemas de software en tiempo real
- Informática móvil
- Experiencia de red de Windows
- Entornos de máquinas virtuales
- Administración del servidor Linux (moderada)
- Administración del servidor de Windows (moderada)
- Sistemas globales de navegación por satélite con conocimiento de los sistemas cinemáticos en tiempo real
- Licencia de conducir válida
- Competencia y comprensión de las plataformas de hardware históricas y actuales de Wenco.
Destrezas y Habilidades
- Sólidas habilidades técnicas, analíticas y de resolución de problemas
- Sólidas habilidades de comunicación verbal y escrita
- Fuertes habilidades de presentación
- Gran capacidad para trabajar en entornos de alta presión (especialmente en el sitio en ubicaciones remotas del sitio de la mina)
- Gran capacidad para trabajar con eficacia tanto en un entorno de equipo como colaborador independiente
- Capacidad para priorizar y realizar múltiples tareas en función de las necesidades comerciales y del cliente
- Capacidad para construir relaciones a largo plazo con los clientes.
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Reporting to the Client Services Manager, the Technical Services Analyst’s main responsibility is to provide remote and on-site Tier 1 support to clients. They will also be responsible for providing one-on-one and classroom training to clients.
Key Deliverables and Responsibilities:
In Office:
- Provide timely phone, email and remote access support for existing customers
- Maintain duplicate system environments of existing clients for testing and troubleshooting purposes
- Record/document all client issues through to resolution using Wenco’s issue tracking system
- Plan and practice for system implementation and upgrade projects
- Review and contribute to product documentation
- Perform Triage Desk ‘1st line support function’.
On Site:
- Perform successful implementations and upgrades
- Conduct site inspection and reports in preparation of deployments
- Coordinate resources from mine staff as required
- Provide one-on-one and classroom training on the use and administration of the system
- Troubleshoot software, hardware and network issues.
- 3 to 5 years of user and admin support experience for an enterprise class software system
- Solid understanding and experience with Fleet Management Systems and High-Precision and/or Machine Health Products
- Mining experience/knowledge would be an asset
- Databases SQL (advanced administration ability), OpenTSDB, InfluxDB (moderate)
- Real-Time software systems
- Mobile Computing
- Windows networking experience
- Virtual machine environments
- Linux server administration (moderate)
- Windows server administration (moderate)
- Global Navigation Satellite Systems with an understanding of Real Time Kinematic systems
- Valid driver’s license
- Competence and understanding of historic and current Wenco hardware platforms.
- Solid technical, analytical and problem-solving skills
- Solid written and verbal communication skills
- Strong presentation skills
- Strong ability to work in high-pressure environments (especially when on-site in remote mine site locations)
- Strong ability to work effectively both in a team environment and as an independent contributor
- Ability to prioritize and multi-task based on customer and business needs
- Ability to build long term relationships with clients.
Wenco advances the efficiency and safety of the world’s surface mining equipment through our fleet management systems. We are committed to providing a stable yet exciting work place environment for individual employees to build and grow their career with the Company.
Wenco is an Equal Opportunity Employer.
Disclaimer
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As our team experiences high volumes of applications, only shortlisted candidates will be contacted. To be considered, please ensure a resume is attached.
Skills Required
- 3 to 5 years of user and administrator support experience for an enterprise-class software system
- Experience with fleet management systems and high-precision or machine health products
- Advanced SQL database administration ability
- Moderate experience with OpenTSDB and InfluxDB
- Knowledge of real-time software systems
- Mobile computing experience
- Windows networking experience
- Experience with virtual machine environments
- Moderate Linux server administration experience
- Moderate Windows server administration experience
- Knowledge of Global Navigation Satellite Systems and Real-Time Kinematic systems
- Valid driver's license
- Competence with historic and current Wenco hardware platforms
- Mining experience or knowledge
- Strong technical, analytical, problem-solving, communication, and presentation skills
- Ability to work independently and collaboratively in high-pressure, remote mine-site environments
- Ability to prioritize and multitask according to customer and business needs
- Ability to build long-term client relationships
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The Company
What We Do
Wenco International Mining Systems develops and supplies digital technology for surface-mining operations. Its systems manage and control mining equipment, while its platform uses actionable data, open interoperability, and IIoT technologies to help mining companies extract unrealized value. Wenco is headquartered in Richmond, British Columbia, maintains offices supporting customers across six continents, and serves the global mining industry through integrated digital solutions for modern mine sites.
