Pioneering in America, from the first mile to the last. This is what drives us.

For more than 160 years, Siemens has been an integral provider of infrastructure, electrification, and transportation solutions in the United States. Rail systems must do one thing above all: run. With modern maintenance solutions – from diagnostics to data-based action recommendations, from quick delivery of replacement parts to strategically planned modernization – we ensure your systems' highest reliability and availability: 100% Railability. We are constantly developing new, intelligent mobility solutions that increase the availability of infrastructure for the society, optimize route usage and create a new quality of travel.

Good service means we are there for our partners and customers when they need us – and beyond. That is because we define ourselves by what we do. Every day, every hour, every minute. We help our customers move the world.

Position Overview 

Siemens Mobility Inc. is seeking to fill an IT Support Analyst at the Railigent Application Support Desk in New Castle, Delaware. This role serves as first-level support for a suite of applications necessary to deliver services to our customer portfolio. From railway vehicle telemetry and health data to maintenance management & information systems, we have an application suite which features multiple, and critical online applications to monitor our trains and locomotives in North America. User management in line with ISO 27001, ad-hoc troubleshooting, and triage to keep all data streams and accesses online are part of this support level role. Operators and Maintainers will contact the support desk in times of service disruption, data flow interruption, or cases which need to be solved in a timely manner. The service desk agent will also function as the incident lead for the U.S. and will work with internal resources, external data and service providers, and the Siemens data center in Europe to resolve issues quickly.

What your day-to-day will look like:

Customer Support – Provide prompt, knowledgeable, and professional customer support to our customer base. We support customers that are both local and remote.Daily monitoring, administration, and support of our network hardware and software.Update service tickets daily with details and status, raise tickets appropriately.Taking the lead in times of service outages.Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.Monitor and keep system design and access and compliance documentation up to date.Understand and take ownership of applicable application access, improvement, and functionality within the Railigent platform.Provide support after hours as necessary.

This person will professionally represent our North America Customer Services team, work well independently and as part of a team, and always treat customers with professionalism.

To thrive in this role, you should have:

·       High School Diploma / GED.

·     Proficiency in SaaS software and the underlying Cloud infrastructure (i.e. Microsoft 365, Okta, AzureAD, AWS S3, SharePoint, Service Now).

·       Solid understanding of networking concepts and technologies.

·       Experience with compliance and governance frameworks such as 27001 and/or SOC2.

·       Familiarity with troubleshooting across various application stacks.

·       Basic understanding of SDLC, version control, etc.

·       Ability to work overtime and after hours as needed.

·       Excellently demonstrated English language technical communication skills in speaking, reading and writing.

·       Ability to travel 3%

·       Setting you apart from others would be an AA or BA/BS in Computer Science or Information Technology.

 
Why you'll love working for Siemens!

Freedom and healthy work-life balance– Health, Dental, Vision Insurance, HSA/FSA, Commuter Benefits – starting Day 1. We believe that each member of our team is accountable for making decisions, solving problems, and taking actions that contribute to long-term impact and financial success. We do the right thing. We stand for green innovations and meaningful solutions with impact on customers, ecosystem partners, society, and environment. We are front-runners in digitalization and building platforms. Therefore, we are hiring ambitious forward-thinkers who want to have a real impact. Solve the world's most significant problems – Be part of exciting and innovative projects. Opportunities to contribute your innovative ideas and get paid for them. Take advantage of our Tuition Reimbursement program, Mentor Programs, and your development through online learning. We operate daily with a growth mindset - that's why Siemens consistently ranks on the Fortune World's Most Admired Companies list! Employee perks and discounts in addition to our 401k match and generous Paid Time Off.

Applicants must be legally authorized for employment in the United States without needing current or future employer-sponsored work authorization.

Siemens offers a variety of health and wellness benefits to employees.  Details regarding our benefits can be found here: https://www.benefitsquickstart.com/siemens/index.html.  The base salary range for this position in New Castle, Delaware is $66,800-$78,400. The actual salary/wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, and qualifications.

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