Technical Support Engineer

Job Summary / Purpose

We are looking for a detail-oriented and dependable Technical Operations Support to join our Technical Operations team. In this role, you will assist a team of experienced engineers in running the day-to-day operational activities of our smart-metering, billing, and sustainability-insights platform. You will begin by supporting and gradually taking over routine, well-documented operational tasks — executing standard operating procedures (SOPs), validating data, and managing service tickets under supervision.

This is an excellent entry point for a fresh graduate to build hands-on technical operations experience and grow into more independent operational administration work over time.

Key Responsibilities

Working from established runbooks, you will:

• Execute standard operating procedures — carry out documented operational tasks across billing, meter data, and platform configuration, following SOPs and runbooks.
• Support billing & finance operations — assist with uploading invoices, triggering payment deductions via internal tools/APIs, verifying amounts against source spreadsheets, and sending reminder notifications.
• Process meter and time-series data — help move meter reads through to billable stage, apply adjustments, backfill or estimate missing data, and ingest data files per procedure.
• Validate data and outputs — check data quality using dashboards (e.g., Grafana) and spreadsheets, confirming results match expectations before and after each task.
• Handle service tickets — pick up, action, update, and close requests tracked in Jira / CES boards and ServiceNow, keeping requesters informed of progress.
• Support meter & facility configuration — assist in creating projects and measuring points, onboarding new premises via seeding templates, and maintaining hierarchy records.
• Generate and manage reports — trigger report generation, regenerate or upload reports, and confirm outputs are correct.
• Assist with account administration — help create user accounts, reset passwords/MFA, update roles and access, and run predefined provisioning scripts under supervision.
• Run predefined scripts and jobs — execute pre-approved scripts and scheduled jobs (e.g., via Jenkins) following the documented steps.
• Document work and capture evidence — record actions taken, attach screenshots and validation evidence, and keep operational logs up to date for audit and handover.
• Apply maker-checker discipline — for higher-risk tasks (e.g., controlled database amendments), follow validation and maker-checker controls carefully and never skip verification steps.
• Escalate appropriately — recognise when a task is complex, unusual, or high-risk, and escalate promptly to senior engineers rather than proceeding unsupervised.

Required Qualifications

• Diploma or Bachelor's degree in Computer Science, Information Systems, Information Technology, Engineering, or a related field — or equivalent practical experience.
• 0–2 years of experience; fresh graduates are encouraged to apply.
• Fluent in English (written and spoken).
• Basic SQL — able to read and run simple queries (or eager to learn on the job).
• Comfort with spreadsheets (Microsoft Excel) for data checking and reconciliation.
• Basic familiarity with APIs and tools such as Postman, or willingness to learn how to trigger and verify API calls.
• Some exposure to scripting (any language) and a logical, methodical approach to following technical steps.
• Confidence using web-based tools and dashboards, and the ability to learn internal platforms and systems quickly.