Mindlance · 2 months ago
Technical Support Specialist 3
Birmingham, AL
Full-time
Onsite
Mid, Senior Level
5+ years expMindlance is seeking a Technical Support Specialist 3 to provide frontline computer systems and application diagnostics and support. The role includes managing inbound IT incidents, troubleshooting remotely, and coordinating with other personnel to ensure resolution and customer satisfaction.
Human Resources
No H1B
U.S. Citizen Only
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 Team Lead and 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
Qualification
Required
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
Formal education in Computer Science or related IT field or equivalent experience is required
Requires excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner
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
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
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 Team Lead and 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
Federal Energy Regulatory Commission Standard of Conduct must be understood and signed
The successful candidate must adhere to Separation Protocol
The successful candidate must pass all requirements required by the Client Insider Threat Program
Enhanced screening (including background, drug screen, and psychological assessment) 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
Preferred
Preference for previous helpdesk experience in an IT capacity
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
Company
Mindlance
Mindlance is a Staffing and Recruiting company which provides multi-vertical staffing services
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
R
Rajat Paul Dhall
Co-Founder & Managing Director
V
Vik Kalra
Co-Founder and Managing Director
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