Job Description

Company Overview:

Flowserve is the recognized world leader in supplying pumps, valves, seals, automation, and services to the power, oil, gas, chemical, and other industries. With more than 18,000 employees in more than 55 countries, we combine our global reach with a local presence.

Position Description:

Flowserve is seeking the best and the brightest to join its team of IT professionals. This position is responsible to provides strong administrative and technical support expertise for Engineering Applications to the engineering community across Flowserve business units 24x5 and external users. Work round the clock rotational shifts for APAC, EMEA and US time zone users

Overall responsibilities include:

• Ability to install Engineering applications and knowledge of clustered environments
• Ability to install, configure and troubleshoot engineering applications and customized engineering tools.
• Good knowledge of end user support and knowledge of all mechanical CAD applications
• Candidate should have ability to investigate the functional, technical and performance issues and work with end-users to find the resolution. Update the documentation associated with best practices and end-user training materials
• Coordinate with development and deployment teams for special support issues and escalate to them when require (Level 3 support)

• This role requires a service-oriented mentality, high sense of ownership of the problems and requests assigned, focus on resolving issues in alignment with the SLAs, establishing and maintaining communication with customers to keep them updated with status of their requests, initiating and performing changes on production systems and proactively escalating any issues that cannot be resolved within the established time frames.
• Understand users\xe2\x80\x99 issues with in-depth study of requirements, to provide satisfactory resolution on first call with no impact to business. Ensure to meet and exceed Performance! IT help desk SLA\xe2\x80\x99s.
• Ensure all requests for support, break-fix, change requests and enhancement requests are recorded in Issue tracker
• Document software errors and enhancement requests are recorded in issue tracker and work closely with development team to get them resolved on time
• Good understanding of Operating System infrastructures (And / Or relevant Application specific infrastructure as appropriate)
• Work closely with Product Engineers, Software Developers, Consultant, Product Managers and Subject Matter Experts to implement upgrades and releases on time
• Collaborate with Flowserve IT and data center to manage servers and related issues and outages.
• In depth knowledge in ftp, network, firewall issues/solutions required to provide support for external users, customers, and representatives
• Proficiency in Windows OS Environment
• Experience with remote desktop applications and help desk software tools.
• Support calls, chat, email, and/or other communication from users with inquiries regarding software and similar concerns
• Installing and configuring hardware and software
• Consults with users to determine steps and procedures taken to identify and resolve the problem
• Taking ownership of Client issues reported and seeing problems through to resolution by Applying knowledge of computer software, hardware, and procedures to solve problems
• Following up with clients to ensure the problem is resolved
• Providing support in the form of procedural documentation
• Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
• Bachelor\'s Degree in Mechanical, Information Technology, Engineering or related discipline from an accredited college or university
• 3+ years\xe2\x80\x99 experience in the below mentioned areas,

• Engineering Applications Administration
• Database Administration
• Windows/Network troubleshooting experience.
• Good Knowledge in software development life cycle
• Knowledge on Autodesk AutoCAD, Inventor, SolidWorks and Creo, additional Microsoft certifications will be an added advantage

Flowserve