Associate NOC Technician

At Landis+Gyr, we don't just manage energy-we lead the transformation toward a smarter and more sustainable energy future.

With a net revenue of USD 1.73 billion in FY 2024, and a presence in over 30 countries across five continents, Landis+Gyr empowers utilities and consumers to optimize energy usage through advanced metering, grid-edge intelligence, and powerful data analytics.

Today, our global team of about 6,300 professionals is shaping the digital energy era-developing innovative technologies that support decarbonization, grid modernization, and real-time energy insights. Our record USD 4.6 billion order backlog and strong book-to-bill ratio reflect long-term confidence in our mission and solutions.

Join us at Landis+Gyr, where we manage energy better!

Job Summary

The Landis+Gyr Network Operations Center (NOC) Technician is primarily responsible for monitoring and support of the data center and related components in a 24/7/365 environment. Using Information Technology Infrastructure Library (ITIL) based best practices, the NOC Technician provides best in class technical service support. Providing support for internal operations across the globe, this position is responsible for initial triage and escalation as necessary to the different technical support teams. Additionally, this role acts as the communication hub for Customer Operations, regularly sending notifications and updates on incidents and events to all levels of the organization.

Key Responsibilities

• Monitoring of the Production and Disaster Recovery Data Centers and related components
• Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement.
• Troubleshooting and sustaining/improving managed service Radio Frequency (RF) and Internet Protocol (IP) network capabilities through the use of various monitoring tools and applications.
• Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
• Works independently 70%+ of the time.
• Triage, diagnose and escalate incidents to other support groups; responsible for sharing knowledge for all escalated incidents
• Each shift (day, swing and night) will be responsible for communicating the Shift Brief documentation to the next shift.
• Logs, accurately tracks and documents all work within ticketing system, Customer relationship management (CRM).
• Acts as communication hub for all of Customer Operations unplanned incidents and scheduled events
• Resolve customer complaints via phone, email, and CRM
• Supports and adheres to Company's core values.
• Performs other duties or responsibilities as assigned or required.
• Supports and adheres to Company's Code of Conduct and Ethics Policy.
• Represents Company in a positive, professional manner when working with both internal and external customers.

Knowledge, Skills, and Abilities

• Ability to multi-task & prioritize.
• Personal Computer skills
• Proficient with Microsoft Office Suite
• Keyboard/typing skills
• Ability to effectively communicate both verbally and in writing.
• Write and execute SQL and Oracle queries
• Data analysis and ability to proactively identify trends
• Technical troubleshooting
• Self-motivated
• Strong customer service experience.
• Excellent phone etiquette.
• Experience with Microsoft PowerShell

Accountabilities

• Ability to work independently and with a team.
• Strong sense of urgency to resolve or escalate issues
• Taking calls 25% of the day, from both internal and external customers.
• Decision-making abilities that affect department only.

Education and Experience

• Associates Degree
• 1 - 3 + years of experience in customer service, technical support in related field, or utility industry.
• Experience with the following software programs and operating systems: Windows, Windows Server Environment, Microsoft Office, SQL Server, Oracle, UNIX, Sun Solaris or related programs.
• Experience with general PC hardware, communication devices, and/or networking.
• Experience with case creation and management using ticketing software.
• RF experience desirable
• Utility operations experience desirable
• A combination of education and experience may be considered.

Working Conditions/Physical Requirements/Safety/PPE/OHSAS

Working Conditions: Typical indoor office environment with the majority of time spent sitting and working on a computer using keyboard, mouse, and monitor. Occasional use of other devices such as: phone, copier/printer/fax, etc.

Physical Requirements: Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions.

Personal Protection Equipment/Other OHSAS-18001 Safety Requirements: Ensure the continued efforts and assist in achieving annual goals of health, safety, and environmental policies. Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others.

Landis+Gyr is a global leader in energy management solutions, operating in over 30 countries and headquartered in Switzerland. We are thrilled that you've considered Landis+Gyr to be a part of your professional journey. As a part of the L+G family, employees are offered a comprehensive and competitive package of benefits including medical, dental and vision coverage, life insurance, and a 401(k)-retirement plan featuring a generous company match incentive. Additionally, we offer three (3) weeks of Paid Time Off (PTO) as well as eleven (11) paid holidays. We also offer a tuition reimbursement program, optional pet insurance, supplemental medical coverage and a host of other perks to ensure the health, wellness, and enrichment of our team members.

Pay is in the range of $53,580 - $69,58 per year. The position is eligible for a 401(k) match and consideration for an annual bonus. The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, and certifications or other professional licenses held. All candidates are encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We value and encourage diversity in our team. This position is open to all qualified candidates regardless of gender, race, age, disability, sexual orientation, or background. We're committed to shaping a better future for everyone. #EnergizeYourCareer and join us on our journey towards a greener tomorrow.