Help Desk & Monitoring Engineer

Position Overview:

The Help Desk & Monitoring Engineer is responsible for overseeing the help desk support and monitoring functions within a renewable energy company. This role involves managing a team of technicians and specialists, monitoring renewable energy systems, and providing assistance to customers and internal stakeholders.

Main Duties and Responsibilities:

-Supervise a team of help desk technicians and support staff.

-Develop and maintain help desk procedures and workflows.

-Ensure timely response and resolution of customer inquiries and issues related to renewable energy systems.

-Coordinate and prioritize support requests, assigning tasks to team members as needed.

-Implement and maintain monitoring systems for renewable energy installations (e.g., solar panels, wind turbines, energy storage).

-Monitor real-time and historical data to assess system performance and identify issues.

-Collaborate with the technical team to address system faults, troubleshoot problems, and optimize performance.

-Provide technical support to customers experiencing issues with their renewable energy systems.

-Maintain a high level of customer satisfaction by addressing inquiries and concerns in a professional and helpful manner.

-Educate customers on how to maximize the efficiency and benefits of their renewable energy systems.

-Collect and analyze data from monitoring systems to identify trends and performance improvements.

-Generate regular reports on system performance, uptime, and any required maintenance or repairs.

-Make recommendations for system enhancements and improvements based on data analysis.

-Recruit, train, and mentor help desk and monitoring staff.

-Set performance goals and conduct regular performance evaluations.

-Foster a positive and collaborative work environment within the team.

-Collaborate with equipment suppliers, contractors, and other stakeholders to address technical issues and system improvements.

-Maintain strong relationships with external partners and vendors.

-Coordinate with overseas companies including the ones affiliated to ME Green and other renewable energy firms providing them with report analysis, solutions / offers and other associated activities related to Help Desk & Monitoring.

-Coordinate with the other departments to ensure and maintain high quality of service with local and international clients B2B and B2C.

-Liaise and coordinate with the design and customer support departments to address customers inquiries.

-Other duties that might be conveyed upon request

Key Performance Indicators:

-Customer Satisfaction

-Response Time

-Data Accuracy

-Technical Issue Resolution

-Team Productivity

Education and Experience:

-Bachelor's degree in a relevant field (e.g., renewable energy, engineering, or a related discipline).

-3 5 years proven experience in renewable energy or a similar technical support role.

Requirements (Knowledge, Skills & Personality Attributes):

-Strong technical knowledge of renewable energy systems.

-Excellent communication and customer service skills.

-Leadership and team management experience.

-Data analysis and reporting skills.

-Knowledge of relevant regulations and safety standards in the renewable energy industry.

-Strong problem-solving and decision-making abilities.

-Honest, curious, transparent, reliable and committed.

-Excellent communication, interpersonal, and team leadership skills.

-French language is a must.

Work Environment:

-Work location: Jbeil

-Working Hours: 8:00 to 17:00 Monday to Friday

-Lunch Break: 1 hour

-Annual Leave: 15 days

-Probation Period: 90 days from starting date

Working Conditions:

-Typically based in an office or operations center with occasional site visits.

-Full-time position, with the possibility of being on-call for emergencies or system issues outside of regular working hours.

-May work in a climate-controlled office, but also exposed to outdoor conditions when visiting sites.

-Adherence to all health and safety protocols

-Reporting line: Managing Director.

Compensation, Benefits and Perks:

-Salary Range:$1'300 - $2'500 (depending on our salary grade and the qualifications of the candidate)

-Transportation Allowance.

-Medical Insurance (optional).

-Mobile Phone Allowance: depending on the need of the position.

-Annual Bonus: based on the Performance Appraisal.

Deadline to apply: July 5, 2024.