Job Description

Ignition SCADA/MES L1/L2 Support engineer.

Hagerstown, Maryland, United States

Full Time

Onsite

• Ignition SCADA L1/L2 Support Engineer focuses on providing technical support for the Ignition SCADA system, handling both basic (L1) and advanced support (L2) issues. This includes troubleshooting, testing, and potentially some bug fixing related to the system's functionality and performance.
• Experience: 3 to 5 years in Ignition SCADA/MES implementations.

1. Key Responsibilities:

• L1 Support / Frontline Support:
• Acting as the initial point of contact for users experiencing issues with the Ignition SCADA system. This involves:
• Troubleshooting common and recurring problems.
• Issue analysis & coordinating with respective team for issue resolution.
• Resolving issues within established procedures and knowledge base.
• Escalating complex issues to L2 support or other relevant teams.
• Providing clear and concise communication to users regarding issue status.

• L2 Support /Advanced Support:
• Handling more complex technical issues that L1 support cannot resolve. This includes:
• In-depth troubleshooting of system malfunctions.
• Analyzing logs and system data to identify root causes.
• Performing testing to validate fixes and system functionality.
• Working with developers or other specialized teams to resolve escalated issues.
• Potentially contributing to bug fixes and system enhancements.

• Application Testing / System Testing:
• Participating in testing activities to ensure the quality and stability of the Ignition SCADA system. This may involve:
• Developing and executing test cases.
• Documenting test results and identifying defects.
• Working with developers to verify bug fixes.

• Documentation and Knowledge Sharing:
• Contributing to the creation and maintenance of support documentation, such as knowledge base articles, troubleshooting guides, and training materials.
• Collaboration:
• Working closely with other team members, including L1 and L2 support engineers, developers, Technical leads, and system administrators.

1. Key Skills and Experience:

• Technical Proficiency:
• Excellent understanding on Ignition SCADA/MES Ignition modules like Ignition Perspective, Vision Unlimited, Web Browser, Alarm Notification, SQL Bridge, Tag Historian, Reporting
• Expertise in SQL Server, Python scripting, Java
• Expertise in integration with OPC server products like Kepware
• Should be able to help create design documents, test plans, test cases etc.
• Should be able to assist in gathering information to determine architecture specifications, parameters for software compatibility, application security needs and other application architecture requirements.
• Should be able to assist in gathering and evaluating end user requirements
• Should be able to document, validate and research reported problems and assist in developing user training manuals.
• Expertise in integration with OPC server products like Kepware
• Should be able to design, program, test, implement, document and maintain the application.
• Should be able to get and evaluate end user requirements, write and compile code and construct database objects based on documented design and analyze information to determine architecture specifications, parameters for software compatibility, application security needs and other application architecture requirements.
• Should be able to upgrade applications to maintain software functionality.
• Should be able to review system performance and identify and recommend improvements.
• Should be able to create end user training manuals
• Knowledge about PLC, Integration of different PLC’s for shop floor data capture
• Should have Knowledge about MQTT modules used in Ignition.
• Knowledge about PLC, Integration of different PLC’s for shop floor data capture.
• Should have knowledge about Ignition architecture design, EON configuration.
• Should have Knowledge about MQTT modules used in Ignition.
• Should be able to coordinate with Inductive automation support team for any critical issue resolution related to ignition product.
• Should be able to keep track of all the support issues with detailed RCA.

• Troubleshooting Skills: Ability to diagnose and resolve technical issues effectively.

• Communication Skills: Excellent verbal and written communication skills.

• Problem-Solving Skills: Ability to analyze complex problems and develop solutions.

• Teamwork: Ability to collaborate effectively with other team members.

• Experience: Prior experience in technical support, preferably in a Ignition SCADA and industrial automation environment.
• In essence, the role requires a balance of technical expertise, problem-solving skills, and communication abilities to ensure the smooth operation and optimal performance of the Ignition SCADA system.

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