Technical Support Engineer

ROLE PURPOSE

The Technical Support Engineer (OT Remote Support) is responsible for delivering advanced frontline technical assistance for Operational Technology (OT) and Information Technology (IT) systems used in industrial environments such as power stations and mines.

This role involves remote troubleshooting, system monitoring, and deployment support for critical OT infrastructure including weighbridges (road delivery) and conveyor systems (belt delivery).

Operating within a high-trust, customer-facing environment, the engineer ensures rapid incident response, accurate resolution, and exceptional service delivery to maintain uptime and operational continuity across all supported sites.

ROLE REQUIREMENT

Remote Support and Troubleshooting

• Diagnose and resolve complex issues related to OT systems (RFID systems, PLCs, CCTV, massmeters) and IT infrastructure (servers, networks, and applications).
• Utilise remote access tools (e.g., AnyDesk, TeamViewer, etc.) to assist on-site personnel in resolving faults.
• Identify root causes and escalate to relevant Subject Matter Experts (SMEs) or Quality System Engineers (QSEs) as required.
• Support software, firmware, and configuration updates across OT devices and systems.
• Conduct advanced triage and validation for incidents escalated beyond first-line support.

System Monitoring and Maintenance

• Proactively monitor OT and IT environments using dashboards (Nagios, Zabbix, Grafana, other) to identify anomalies, trends, or service degradation.

• Respond to monitoring alerts, initiate corrective actions, and restore system functionality.

• Maintain and document system health reports, alert events, and performance analytics.

• Deployment and Installation Support
• Support the deployment, configuration, and validation of OT systems, site gateways, and software updates.
• Coordinate with field technicians to ensure smooth site installations and system upgrades.
• Document process steps, test results, and validation outcomes.

Service Desk and SLA Management

• Triage, validate, and respond to incoming support tickets via service management platforms (e.g. ServiceNow, Remedy).

• Prioritise tasks in line with Service Level Agreements (SLAs) and business impact.

• Accurately record incident details, troubleshooting steps, and resolutions in the knowledge base.
• Ensure proper escalation and collaboration with 2nd line, DevOps, or product teams for unresolved or complex issues.

QUALIFICATIONS & EXPERIENCE

Education and Certifications

• National Diploma, Certificate, or Degree in Information Technology, Computer Science, Engineering, or related field.

Industry certifications advantageous:

• CompTIA (A+, Network+, Linux+)
• Microsoft Certified (Azure Fundamentals, M365)
• ITIL Foundation
• Cisco CCNA

Experience

• Minimum 3+ years in a technical support (L1) role or 6+ years in an L2 role within OT/IT environments.
• Proven experience handling incidents, service requests, and monitoring-based support in high-availability environments.
• Exposure to ITSM frameworks or ITIL-aligned processes.
• Experience working within the power generation, mining, or industrial automation sectors is advantageous.

Technical Knowledge

• Strong foundational understanding of Operational Technology, Industrial Control Systems, and IT Infrastructure.
• Familiarity with RFID systems, PLCs, CCTV systems, weighbridge systems, and conveyor control systems.
• Knowledge of monitoring tools (Nagios, Zabbix, Grafana) and service desk platforms (e.g. ServiceNow, Remedy).
• Proficiency in networking fundamentals, TCP/IP protocols, VPN technologies (e.g., FortiClient VPN).
• Working knowledge of Windows and Linux environments.
• Exposure to IoT devices, electrical engineering concepts, and industrial automation.

Desirable Knowledge

• Scripting languages: PowerShell, VBA