Technical Support Specialist

The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community.

The RoleAspen Technology is seeking a Technical Support Specialist to join our industry leading Engineering software support team. The ideal candidate should be an innovative thinker, demonstrate high initiative, have great communication skills and work to the highest ethical standards. The candidate will work with our customer base to resolve problems and provide consultation with AspenTech Engineering software such as Aspen Plus and Aspen HYSYS. This position requires customer interaction primarily through telephone, E-mails and remote desktop sharing.Your Impact

• Assignments will be varied. Your time will be divided between solving customer Installation / Deployment problems with our Aspen one Engineering, Manufacturing and Asset Performance software via telephone/web, deploying APC software, delivering high quality training on deployment process.
• Providing assistance to customers in setting up License Server ( SLM) and relevant configurations for license deployment purpose.  
• Assistance in deploying AspenTech software patches and help customer on silent installations using scripts
• Assist and guide customer on Cloud deployment process including handling cybersecurity related queries.
• Investigate and analyses issues related to Microsoft SQL Server installation, database restoration and relevant configurations for Aspen Property Database.
• Working with Sales and other cross functional team to take care of the new customer onboarding process for License Server installation, product installation and testing.
• IT infrastructure sizing and database sizing for large scale projects.
• Provide customer specific reviews, health checks and guidance to holistically solve customers’ business problems. Provide specific recommendations for customers to achieve more business value from our products.
• Serve as a key focal point for problem escalation and resolution.
• Author white paper solution articles for publication to the user community through our support web knowledge base.
• Test pre-released versions of AspenTech software.
• Travel to customer sites if required. Travel is usually around 30% and may occasionally be international.           
• Training Delivery
• Deliver the product trainings at the office and customer site in Worldwide to meet the demand from customer.
• Knowledge transfer sessions for internal staff on technical issues.
• Sales support
• Provide necessary Sales Support by Demonstrating Product functions, Demo and presentation.

What You'll Need

• Years of Experience

  
  
• Minimum working experience in System engineer / System Support for 2-5 years with Software Deployment, Installation, Testing and automation. 
• Experience with AspenTech solutions like InfoPlus-21 and MTell or relevant software will be added advantage.

• Education

  
  
• Engineering Degree   B Tech / BE in Computer Science / Mechanical / Electronics / Instrumentation is minimum.
• Master’s degree or higher qualification is advantage.

• Technical Skills

  
  
• Software Installation /   Windows OS patching /  firewall and port configurations
• Experience in SQL Server installation / configuration / database administration for a simple desktop application support
• Excellent troubleshooting experience in IT / Network environment for application configuration and setup.
• Knowledge about Cloud deployment, Windows firewall and port configurations
• Exposure to Cloud deployment, Windows firewall and port configuration for communication between client and server systems.
• Experience in Teaching or training delivery is added advantage.

• Soft Skills

  
  
• Excellent Communication Skills in English and writing Skills are essential.
• Interpersonal and Customer relationship skills
• #LI-RK1