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Technical Support Specialist I
600 18th Street North Birmingham, AL 35203 US
Job Description
Rezult continues to make great strides toward enhancing the technology community nationwide. We are consistently looking for qualified professionals to join us in achieving success. Currently we are searching for a Technical Support Specialist to fulfil an immediate vacancy.
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.
- 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.
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 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
Other Requirements
- 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 Southern Company 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
If your background, skills, and interest match the following; please apply online to ensure your credentials are reviewed by a skilled recruiter immediately. We look forward to working with you on this opportunity. For more information on Rezult and a list of additional job openings, please visit our website at www.rezultgroup.com.
Meet Your Recruiter
Mary Hendon Yelverton
Director of Business Operations, Birmingham
Mary Hendon is the dynamic Director of Business Operations in Rezult's Birmingham office. Mary Hendon began her career as a Recruiting Partner with our Nashville team in 2014 and moved into a Business Development position. In 2016, she transferred to the Birmingham office where her experience across multiple markets made her a valuable and distinctive member of the Rezult family. For the past four years, in Birmingham, Mary Hendon has been the top Business Development producer managing over 100 contractors at a time. As a result of her dedication and skill, the Birmingham office accounts have grown by 2400%. The experience and leadership skills Mary Hendon possess are now used to lead our Birmingham market. Mary Hendon was promoted in 2021 to Director of Operations, and in that position, she leads and mentors Recruiting and Business Development team members to expand, grow and develop Birmingham market business opportunities.
Mary Hendon holds a bachelor's degree from the University of Alabama in Business with a focus in Corporate Communications, Leadership and Corporate Social Responsibility. She loves to spend time with friends and family, especially her husband and children, and paints whenever she has the chance. Mary Hendon serves on the Board for Ronald McDonald House and Exceptional Foundation in Birmingham.
