Technical Support Specialist

2 weeks ago

Columbus, Ohio, United States Merit Controls Full time

Employment Type: Full Time, Exempt, Travel up to 10%

Position Overview:

The Technical Support Specialist plays a vital role within the Merit Controls team, serving as the primary contact for clients to assist in resolving technical challenges. This position is essential for diagnosing, analyzing, troubleshooting, and swiftly addressing intricate issues while adhering to the established service level agreements (SLAs). The ideal candidate excels in relationship management, effectively communicating with clients and external partners, and possesses a deep understanding of various equipment and service providers. This expertise enables them to efficiently coordinate issue resolution among support personnel, external partners, and clients. The role necessitates robust technical knowledge and close collaboration with internal engineering teams, customers, operations and maintenance providers, asset management teams, equipment suppliers, and regional Independent System Operators (ISOs). The Technical Support Specialist will enhance our cutting-edge SCADA, Controls, Network, and Data Analytics platform by providing insights from field incidents, thereby improving Merit Controls products and promoting the advancement of renewable energy technologies. This position reports to the Director of Technical Services.

Key Responsibilities:

Incident Management:

  • Diagnose Level 1 technical challenges related to computer systems, networks, firewalls, controls, SCADA, and associated hardware.
  • Facilitate seamless transitions of escalated issues to third-party 24/7 service desks and offer guidance as necessary.
  • Be prepared to travel to sites on short notice as directed by management.
  • Resolve escalated technical challenges (Level 2 and Level 3) concerning computer systems, networks, firewalls, controls, SCADA, and associated hardware.
  • Educate the 7x24 help desk team to address straightforward issues promptly through FAQs, knowledge bases, and training sessions.

System Management:

  • Conduct routine system maintenance tasks, including operations, patching, updates, and backups.
  • Collaborate with the infrastructure team to ensure application and tool stability and reliability.
  • Generate system reports in accordance with customer contracts (weekly, monthly, quarterly, and annually) and prepare them for submission.
  • Oversee regular system maintenance tasks, ensuring operational efficiency.
  • Review and prepare system reports per customer contract for submission.

Knowledge Management:

  • Maintain a repository of known issues and solutions to enhance incident resolution efficiency.
  • Keep an updated record of system configurations, including serial numbers, firmware, and software versions.
  • Regularly assess and refresh the repository of known issues and solutions to improve resolution times.
  • Create and update documentation for troubleshooting and standard operating procedures.
  • Develop necessary documentation, including Statements of Work (SOW), User Guides, FAQs, etc., as required.

Communication:

  • Act as a key technical liaison among various departments, ensuring that the Service Team's needs are met.
  • Keep stakeholders informed about ongoing incidents, scheduled maintenance, and potential system downtimes.
  • Timely escalate issues to ensure customer SLAs are met, collaborating closely with various departments to resolve conflicting priorities.

Continuous Improvement:

  • Proactively identify opportunities for enhancing service desk processes and propose actionable solutions.
  • Stay informed about the latest advancements in solar and storage technologies and their intersection with IT and OT infrastructures.
  • Lead initiatives to improve service desk processes, aiming for best-in-class service and response.

Training and Development:

  • Participate in relevant courses and workshops to enhance technical skills and knowledge.
  • Adhere to quality management processes in line with Merit Controls' ISO 9001 certification.
  • Mentor Level 1 Technical Support Specialists and conduct training sessions as needed.
  • Facilitate relevant courses and workshops to enhance technical skills and knowledge for helpdesk and other Technical Support Specialists.

Preferred Qualifications:

Experience:

  • 3-6 years of relevant experience is required.
  • Experience in renewable energy sectors, including industrial or utility-scale PV solar, battery energy storage systems (BESS), or wind energy is preferred.
  • Strong understanding of industrial networking, control systems, and SCADA systems.
  • Ability to troubleshoot and provide support in unfamiliar environments.
  • Experience managing Windows Domain, DHCP, DNS, and Group Policy Objects (GPO).
  • Proficiency with Cisco switches, routers, and firewalls.
  • Experience with Hirschmann switches and routers.
  • Familiarity with Palo Alto and Fortinet firewalls.
  • Understanding of VLAN segregation and DMZ design, including IP schemas.
  • Proficient in all Windows Server and Windows Desktop versions.
  • Experience managing Azure or AWS environments.
  • Familiarity with Dell servers and workstations.
  • Experience in both IT and OT environments is required.

Education:

  • Bachelor's Degree in computer science, engineering, or a related field, or equivalent experience.

Certification in OSHA 10 is required within 6 months of joining the company.

Behavioral Attributes:

  • Demonstrated ability to thrive in a collaborative team environment and a start-up atmosphere.
  • Enthusiasm for tackling new and challenging tasks.
  • Strong interest in renewable energy, energy storage, and their applications.
  • Excellent analytical, quantitative, and interpersonal skills.
  • Ability to multitask in a fast-paced, collaborative work environment.
  • Entrepreneurial mindset and self-starter attitude.
  • Sense of humor and ability to foster positive relationships.

Physical Demands & Working Conditions:

  • Ability to stand and sit for extended periods in an office environment.
  • Proficient in speaking, reading, and writing English, with the ability to deliver instructions in various formats.
  • Ability to lift items weighing up to 25 pounds.
  • Ability to comprehend and communicate safety precautions as necessary.

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