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Technical Support Specialist

Itron -
Melbourne VIC

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Job Details

Full-time

Qualifications

Network protocols
Log analysis
Communication skills

Full Job Description

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

What will your job look like?

Provide specialized technical support for metering devices, focusing on hardware, firmware, and device-level communication issues.
Investigate, debug, and reproduce complex device-related issues and provide fixes, recommendations, or workarounds.
Support customers across multiple channels (phone and email), focusing on exception-based and complex scenarios.
Assist customers in diagnosing non-performing or non-communicating devices and enable customer self-sufficiency.
Collaborate with solution teams to isolate device-level root cause.
Support RMA determination including analysis of hardware vs firmware issues.
Validate fixes and ensure continued operability of devices.
Replicate customer environments to identify root causes and solutions.
Provide timely updates and coordinate with cross-functional teams.
This role is primarily office-based or remote, with limited travel required. Travel typically occurs for customer escalations, deployment support, or critical issue resolution and is not a primary day-to-day function.

Skills Required

Strong troubleshooting skills across hardware, firmware, and communications.
Experience supporting connected devices, IoT, or metering technologies.
Understanding of device lifecycle processes.
Knowledge of networking fundamentals and communication protocols.
Experience with ticketing and customer support systems.
Ability to analyze logs and firmware behavior.
Strong collaboration skills.
Basic understanding of electrical or metrology concepts.

Preferred Experience

Experience with smart metering technologies (electric, water, gas).
Knowledge of DLMS/COSEM or similar protocols.
Experience with IoT protocols (e.g., LwM2M, NB-IoT, MQTT).
Exposure to field deployments, meter installations, or working alongside field technicians
Familiarity with device configuration or field tools.
Firmware or embedded systems troubleshooting experience.
Exposure to AMI or IoT platforms.
Knowledge of RMA processes and hardware diagnostics.

Key Attributes

Strong problem-solving mindset
Customer-focused approach
Ability to handle complex scenarios
Clear communication skills
Collaborative and proactive

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email [email protected].

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com

Apply Now

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