Tech Support Specialist 3 - TSL3

Lancesoft; Birmingham (AL); Presencial; USD 31 000 - 44 000; Tempo integral

Resumo da oferta

Lancesoft is seeking a Technical Support Specialist 3 in Birmingham, AL to provide frontline computer systems and application diagnostics support as part of a 24x7x365 contracted staff. The role focuses on monitoring critical systems, coordinating repairs, and communicating with customers and management.

The ideal candidate has formal education in computer science or related IT field, strong customer service skills, and the ability to work nights, weekends, and holidays in a rotating shift.

Qualificações

• Formal education in Computer Science or related IT field or equivalent experience is required.

Responsabilidades

• Monitor SCADA and related systems daily for health and availability.
• Frontline problem resolution and repairs coordination with EMS Department Personnel and/or other company personnel.
• Notify key customers about outages and events that may impact other critical systems.
• Provide input to the Supervisor on continual process improvement and customer feedback.
• Thoroughly track and document cases to completion with the help of EMS Department personnel.
• Adhere to Electronic and Physical access policies.
• Day to day monitoring and support of Business Continuity and Disaster Recovery systems.

Conhecimentos

Interpersonal skills

Customer service

CIP compliance

Multitasking

Change management

Windows

UNIX

Distributed networks

Relationship building

Shift work

Critical thinking

Formação académica

Computer Science or related IT field or equivalent experience

Descrição da oferta de emprego

Role: Technical Support Specialist 3

Location: Birmingham AL 35203

Pay Range: $27.00/hr. On W2 (Without Benefits)

Duration: 36 Months

Summary of Position Duties

This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel and management.

Education & Experience Requirements

Formal education in Computer Science or related IT field or equivalent experience is required.

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 Bulk Power 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
• Ability to work nights, weekends, and holidays as a part of rotating shift
• 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 EMS 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 Supervisor on continual process improvement and customer feedback
• Thoroughly track and document cases to completion with the help of EMS Department personnel
• Adhere to all Electronic and Physical access policies
• Day to day monitoring and support of Business Continuity and Disaster Recovery systems

Other Requirements

• Federal Energy Regulatory Commission Standards of Conduct must be understood and signed
• The successful candidate must adhere to Southern Company Separation Protocol
• The successful candidate must pass all requirements required by the Southern Company Insider Threat Program.
• Enhanced screening (background, drug screen, etc.) is required if you are selected.
• This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations
• This position requires shift work. Operating shifts are 8 or 12 hours long and rotate between night and day shifts, including holidays and weekends