TOC Engineer 1

Trimark Associates, Inc.; Folsom (CA); Sur place; USD 70 000 - 100 000; Plein temps

Résumé du poste

Trimark Associates, Inc. seeks a TOC Engineer for our Folsom, CA headquarters to deliver end-to-end customer service in a fast-paced, technically focused environment.

You will handle direct client communications, ticket resolution, and advocacy, collaborating with Engineering and Field teams. Responsibilities include researching and resolving routine CAISO telemetry issues, assisting end users with basic system, device, access, or performance problems, and documenting incidents while aiming to

Qualifications

• High School Diploma or equivalent; AA degree or higher preferred.
• IT / Technical support experience, such as helpdesk experience, strongly preferred.
• Knowledge of Remote Desktop (RDP), IP addresses, and networking.
• Electric or utility experience preferred.
• Knowledge of CAISO requirements highly desired.
• Proficient in Microsoft Office, SharePoint (or other CRM).
• Excellent communication, interpersonal and organizational skills.
• Must be authorized to work for any employer in the United States. This position is not eligible for sponsorship of a work visa.

Responsabilités

• Identifies, researches, and resolves routine technical problems to support CAISO direct telemetry requirements and related systems.
• Responds to end-user requests via phone, email, or chat to resolve basic system, device, access, or performance issues.
• Uses product information or solution databases to research, troubleshoot, and deliver solutions.
• Advises users on methods and actions to resolve and avoid future issues; documents incidents.
• Escalates problems to appropriate levels or teams to achieve resolution; may assist with installs or upgrades.
• Fulfills all service level standards for response time and quality; provides general supervision.
• Performs configuration updates for RIGs, DASs, SCADAs, Tracker Controllers, etc.

Connaissances

Customer service

Technical troubleshooting

Communication

Organizational skills

Documentation

Formation

High School Diploma or equivalent

AA degree or higher preferred

Outils

Microsoft Office

SharePoint

CRM

Remote Desktop (RDP)

Description du poste

The Opportunity

Trimark is an industry leader in the movement towards a greener grid and a cleaner future. We enable a carbon-free electric power system by securely delivering control, metering, communication and revenue/performance optimization solutions for independent power producers and utilities.

Our products and services are at the forefront of generating dispatchable power from renewable plants by combining intermittent renewable resources with energy storage. Our team designs systems from concept to commissioning, including system and network architecture, software development, component assembly,technology configuration,installation, testing, certification, ongoing support, and maintenance.

We are seeking a Trimark Operations Center (TOC) Engineer to provide end-to-end customer service in a highly technical fast-paced, customer-facing environment. The ideal candidate will be responsible for day-to-day client service operations, including customer communication, ticket resolution, and internal client advocacy.

The Team

You will work alongside a team of TOC Engineers at our headquarters in Folsom, CA and collaborate with our Engineering and Field teams as necessary.

Primary Responsibilities

• Identifies, researches, and resolves routine technical problems to support CAISO direct telemetry requirements, CAISO SQMD, remote data acquisition, etc.
• Responds to end-user phone, email, or chat requests for support to resolve basic system, device, access, or performance issues.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using systems or tools.
• Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software/devices, setup user profiles, or reset passwords.
• Fulfills all service level standards for response time and quality. General supervision.
• Performs configuration updates for RIGs, DASs, SCADAs, Tracker Controllers, etc. with support from peers and management.

Qualifications & Requirements

• High School Diploma or equivalent required; AA degree or higher preferred
• IT / Technical support experience, such as helpdesk experience, strongly preferred
• Knowledge of Remote Desktop (RDP), IP addresses, and networking
• Electric or utility Experience preferred
• Knowledge of CAISO requirements highly desired
• Proficient in Microsoft Office, SharePoint (or other CRM)
• Excellent communication, interpersonal and organizational skills
• Must be authorized to work for any employer in the United States. This position is not eligible for sponsorship of a work visa

Physical, Mental & Emotional Requirements

Employeemay be requiredto sit for long periods of time using a keyboard and monitor display, travel to other locations, and occasionally lift up to 20lbs. Must be able to organize and prioritize workin accordance withdeadlines, adapt behavior and work methods in response to changing conditions or challenges.Employeewill be involved with sustained activityrequiredfor analysis, reasoning, and problem solving.Must be able to develop andmaintaincooperative working relationships, recognize emotionally chargedissuesand respond appropriately, act with professionalism, and work both independently and collaboratively.Must be able to proactively encourage a work environment that encourages innovation and creative solutions and be able to develop effective working relationships with all levels of the company and outside partners.

Work Environment

Theemployee will primarily work in aclimate-controlledoffice with occasional fluctuations in temperature.The employee will work at an assigned desk under artificial lighting.The employee may occasionally attend meetings and/or training outside of their assigned workstation.

Equal Opportunity Statement

Trimark Associates is committed to diversity and inclusivity in our hiring practices. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

We’re not perfect (no one is!) If your skillset is a bit different than what we’ve identified but you share our passion for renewable energy and believe you can make a valuable contribution to the role we’d love to learn more about you!