IoT Operations Support Specialist

Job Description:

The IoT Operations Support Specialist will be a key member in our global deployments of Nalco Waters IoT technologies and solutions, which we have deployed within our many industrial water services and offerings. They will monitor the performance and provide data analysis for the applications, which include cellular gateways, LAN communications, 3D TRASAR Controller platforms, PLCs, and various IoT devices. They will utilize remote monitoring and data analysis to oversee the Nalco Water infrastructure and deployment. They will also communicate directly with our internal support teams, Sales Engineers, and Customers.

Basically, we are looking to fill IoT Operations Support Specialist position with expertise as highlighted below:

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Role IoT emphasis

• Base job description skill set, with experience in maintaining, managing, and troubleshooting fleets of IoT devices.
• They will also need to have experience working with and supporting IoT devices with remote updates, software upgrades, etc.
• Additional specifics Experience upgrading firmware, making remote device updates, running, and building scripts to interact with devices, building standard configurations for devices, optimizing fleet performance, familiar with basic network communications TCP/IP, Serial, Modbus, etc.…
• They will also need to have an interest and passion to own the fleet performance and health.

Key Roles and Responsibilities:

• Is responsible for ensuring the timely process through which problems are controlled; includes problem recognition, research, isolation, resolution, and follow-up steps.
• Elevate more complex problems to the appropriate resource.
• Typically involves use of problem management database and help desk system.
• Experience in maintaining, managing, and troubleshooting fleets of IoT devices.
• Additional specifics Experience upgrading firmware, making remote device updates, running, and building scripts to interact with devices, building standard configurations for devices, optimizing fleet performance, familiar with basic network communications TCP/IP, Serial, Modbus, etc.…
• Also need to have an interest and passion to own the fleet performance and health.
• Experience of analyzing and visualizing IoT type data.
• Responsible for monitoring performance of the communications infrastructure through a variety of tools and applications.
• Perform troubleshooting and data analysis, while striving to resolve issues.
• Maintain 3rd party web platforms such as AT&T, Verizon, Vodafone, etc.…
• Applying changes and updates, adding/removing users, document procedures, training internal users, and overseeing change management.
• Work with other team members to create and test firmware/software install packages, prior to pushing software upgrades to devices.
• Assists with the installation/deployment of security, unique credentials, firmware, and software updates.
• Participate in the creation of technical and procedural documentation.
• Monitor, review, report, and enforce security policies and procedures.
• Partner with colleagues and communicate important information to internal support teams and Sales Engineers.
• Provide technical sales support specific to communications and security solutions, primarily in the form of data analysis.
• Work across the business to drive a continuous improvement culture with respect to deployment performance, security, scalability, maintainability, and supportability.

Education, Knowledge, Skills, and Abilities:

• Bachelors Degree in Telecommunications, IT Technology, Electrical Engineering, Industrial Engineering, Computer Science or Information Technology or related technology driven degree.
• 3+ years of experience with IOT domain along with troubleshooting and supporting hardware, software, and/or networking
• Demonstrate strong interpersonal communications, organizational, and written/verbal communication skills.
• Strong passion and drive for developing and following operational procedures and standards.
• Understand the basics of cellular networks and IoT networks.
• Comfortable with setup and testing of various IoT hardware (Gateways, end nodes, controllers, etc.).
• Comfortable using and creating basic scripts/utilities for accelerating device management.