Technical Support Specialist

One of our clients in the Birmingham Market is looking for a technician to join their team. This is a 24/7 support team with a 6 week rotating schedule. Essentially every week a different shift is worked. Experience within IT support will be needed for this role especially with a varied skill set. Additional info listed below.

Please note, this is only 1 role, but our client is open to candidates that are at either of these levels.

Description

For a level 1 Technician the requirements are as follows - Candidates must have:

1-3 Years experience

Formal education in Computer Science or related IT field or equivalent experience

Working knowledge of Windows based operating systems preferred

Working knowledge of AIX or other UNIX based operating systems preferred

Working knowledge of distributed computer networks is a plus

Level 1 Technician: 1-3 Years Provide a single point of contact call center that manages inbound IT incidents, logs each of them into a ticketing system, and either resolves them at Level 1 or escalates the incident until resolution is complete. Field inbound contacts via phone, email, web form, that one can troubleshoot and resolve remotely. Preference for previous helpdesk experience in an IT capacity.

For a level 2 Technician the requirements are as follows - Candidates must have:

3-5 Years experience

Formal education in Computer Science or related IT field or equivalent experience

Working knowledge of Windows based operating systems preferred

Working knowledge of AIX or other UNIX based operating systems preferred

Working knowledge of distributed computer networks is a plus

Level 2 Technician: 3-5 Years Provide a single point of contact call center that manages inbound IT incidents, logs each of them into a ticketing system, and either resolves them at Level 1 or escalates the incident until resolution is complete. Field inbound contacts via phone, email, web form, that one can troubleshoot and resolve remotely. Preference for previous helpdesk experience in an IT capacity.

For a level 3 Technician the requirements are as follows - Candidates must have:

5-10 Years experience

Formal education in Computer Science or related IT field or equivalent experience

Working knowledge of Windows based operating systems preferred

Working knowledge of AIX or other UNIX based operating systems preferred

Working knowledge of distributed computer networks is a plus

Level 3 Technician: 5-10 Years Provide a single point of contact call center that manages inbound IT incidents, logs each of them into a ticketing system, and either resolves them at Level 1 or escalates the incident until resolution is complete. Field inbound contacts via phone, email, web form, that one can troubleshoot and resolve remotely. Preference for previous helpdesk experience in an IT capacity.

Additional Skills & Qualifications

Knowledge, Skills & Abilities

• Requires excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner. The successful candidate will be expected to work with other professionals such as coordinators, operating company transmission control center personnel and management in a team-oriented and sometimes stressful environment.

• Ability to apply excellent customer service skills

• Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley and other federal regulatory compliance requirements. • Ability to multitask and prioritize tasks based on criticality and operational impact to the system.

• Ability to follow and properly apply both Change Management processes and knowledge-based procedures • Working knowledge of Windows based operating systems preferred • Working knowledge of AIX or other UNIX based operating systems preferred

• Working knowledge of distributed computer networks is a plus.

• Ability to build and maintain relationships with key customers

• Critical thinking/Problem solving abilities Job Responsibilities

• Day to day monitoring of the primary SCADA and ancillary systems for health and availability • Front line problem resolution and coordination of repairs with Department Personnel and/or other company personnel

• Notification to key customers for the coordination of system outages and events that may impact other critical systems. • Provide input to the Team Lead and Supervisor on continual process improvement and customer feedback

Experience Level

Intermediate Level