Technical Support Specialist - Bella Vista, United States - Trilliant Enterprises LLP

Description

Position title Technical Support Specialist Description Trilliant empowers the energy industry with the only purpose-built communications platform that enables utilities and cities to securely and reliably deploy any application on one powerful network. With the most field-proven, globally compliant solution in the market, Trilliant empowers you by connecting the world of things. We empower our employees to deliver on our commitment to our customers by encouraging passion, accountability, confidence, and energy for excellence. We invest in our people and provide opportunities for employees to grow themselves, their career, and our business.

**The Support Technical Specialist is responsible for:**

Becoming expert in all functional areas of the Trilliant product components and versions deployed at our supported customers

Deep-dive root cause analysis investigations into major incidents and problems

Supporting high-profile support investigations as/when required

Developing and maintaining a structured technical training and testing/accreditation program for Support team members

Ad-hoc mentoring for support team members as/when required

**POSITION REQUIREMENTS**

Strong analytic and problem-solving skills including use of tools, techniques and best practices

College / University degree in specified discipline, Military or related training.

5-10 years of work experience as a Systems Analyst, Support Analyst, Customer Support Analyst or Customer Support Engineer

Strong web application experience including installation, configuration and troubleshooting skills with knowledge of Spring and Hibernate

Should have prior experience supporting applications on Linux (should be familiar with basic Linux commands, services and utilities), OS installation is a plus.

Strong understanding of Oracle and SQL Server relational database s

Excellent written and verbal communication skills to both technical and managerial audiences.

Desired knowledge of Apache web server, Tomcat or WebLogic or WebSphere, SQL, scripting and Java/J2SE in a Linux OS environment

Proficient in Structured Query Language (SQL), PL/SQL Block in Oracle 9i or higher.

Understanding fundamentals of network architecture and TCP/IP communication

Knowledgeable in software development lifecycle, software QA processes, IT change management and Incident and problem management

Knowledge of ITIL Service Delivery Framework including Problem and Incident Management, Incident Classification and Prioritization and Root Cause Analysis

Ability to establish and maintain effective working relationships across the organization with customers, solution partners and outside consultants

Strong experience in Microsoft Office applications such as Excel (data analysis), Word, Visio and PowerPoint.

Utilities industry experience and understanding of Smart Grid / AMI nice to have

Other duties as assigned

**EDUCATION & CERTIFICATION**

University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field.

Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA (desired)

ITIL foundation V3 or V4 (desired)

Related work experience will also be considered

**PERSONAL ATTRIBUTES**

Highly motivated and able to work independently towards long term goals, undertaking personal initiatives to learn and advance ones own understanding of Trilliants hardware and software products

Demonstrate a commitment to continuous learning regarding the installation, configuration and operation of the hardware and software components that make up an AMI network.

Have the discipline to capture and record lessons learned from troubleshooting and support experiences for knowledge transfer to other staff and the development of knowledgebase material and documentation

Ability to demonstrate an appropriate sense of urgency when responding to issues according to defined service level agreements.

Ability to multi-task on various projects with tight deadlines and to establish mutual agreed upon priorities

Technical curiosity to look behind the reported problem for root cause.

Job Location