Technical Support Specialist
Posted 4 days ago
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Job DescriptionJob Description
Position Overview
This role is part of a 24/7/365 team that provides critical support for computer systems and applications, offering diagnostic services and acting as the main communication link between customers, support staff, and management. The team ensures smooth operations and rapid resolution of technical issues, especially in high-pressure situations.
Education & Experience Requirements
- A formal education in Computer Science or a related IT field, or equivalent professional experience, is required.
Knowledge, Skills & Abilities
- Excellent interpersonal skills with the ability to communicate effectively, both orally and in writing. You will work closely with coordinators, transmission control center personnel, and management, often in a collaborative and high-stress environment.
- Strong customer service skills with a focus on delivering quality support.
- Knowledge of regulatory compliance requirements, including Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal standards.
- Capable of multitasking and prioritizing tasks based on urgency and the operational impact on the Bulk Power System.
- Ability to follow and apply Change Management processes and established procedures accurately.
- Familiarity with Windows-based operating systems is .
- Experience with AIX or other UNIX-based operating systems is advantageous.
- Knowledge of distributed computer networks is a plus.
- Strong relationship-building skills, particularly with key customers.
- Flexibility to work nights, weekends, and holidays as part of a rotating shift schedule.
- Critical thinking and problem-solving abilities are essential.
Key Responsibilities
- Monitor the health and availability of primary SCADA and related systems on a daily basis.
- Provide front-line problem resolution and coordinate repairs with EMS Department staff and/or other personnel.
- Notify key customers about system outages or events that may impact other critical systems.
- Offer feedback to the Team Lead and Supervisor for continuous process improvement and to enhance customer satisfaction.
- Track and document all cases to completion in collaboration with EMS Department staff.
- Comply with electronic and physical access policies.
- Provide ongoing support for Business Continuity and Disaster Recovery systems.
Additional Requirements
- Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct.
- Adhere to Separation Protocols as part of company policy.
- Must meet all requirements outlined by the Southern Company Insider Threat Program.
- Successful candidates will undergo enhanced screening, including background checks, drug screening, and psychological assessment.
- This position may require on-site presence at the control center during severe weather events, as part of essential personnel requirements.
- This position involves shift work, with rotating 8- or 12-hour shifts that may include day and night hours.
Technical Support Engineer
Posted 12 days ago
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Job Description
Job DescriptionJob DescriptionHYRBID SCHEDULE - WILL GO IN TO OFFICE 3-5x PER WEEK
SHIFT - MONDAY TO FRIDAY 8 AM to 5 PM CST!
About Us
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview
The Tier 1 Engineer will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment for ambitious individuals through an unparalleled of work and opportunities for growth. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.
Responsibilities
- Ability to handle diverse computing environments in a wide cross section of business clients
- Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
- Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
- Sets client expectations appropriately throughout the troubleshooting process
- Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
- Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
- Prioritize tickets created
- Follow Thrives’ best practices for escalating tickets to Tier 2 engineers
- Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
- Demonstrate the correct level of urgency while resolving client incidents
- Resolution of incidents/requests related to, but not limited to the following:
- Mail Application/Office 365 issues
- Client/Server Connectivity issues (per SOP)
- Time Sensitive and VIP Workstation incidents
- File Restores
- Remote Access incidents (Citrix and Terminal Services)
- Password Resets
- Networked Printer Issues
Requirements
- Bachelor’s Degree, Technical Degree or equivalent work experience
- Excellent problem solver; able to prioritize and coordinate between tasks
- 2-4+ years desktop support experience
- Knowledge of mobile device configurations and troubleshooting
- Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
- Experience troubleshooting workstation hardware issues
- Knowledge and experience with Active Directory
- Ability to articulate technical information and convey to non-technical people
- Passionate about delivering excellent customer service
- Must be able to work effectively in a team environment as well as alone
- Excellent written and oral communication skills
- Willingness to travel if needed to clients in the Greater Boston area
Other Technical Knowledge
- In depth knowledge of Windows OS (7, 8.1, 10, etc.)
- Experience with Windows Server
- Experience with monitoring and remote management tools
- Experience with Apple OS
- Experience with VMWare
Certification
- CompTIA Net +
- Microsoft: MCP/MCITP/MCSA
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Technical Support Specialist
Posted 14 days ago
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Duration: 3 Years
Location: Birmingham, AL 35203
Position: Onsite
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. Preference for previous helpdesk experience in an IT capacity.
EEO Employer
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Technical Support Specialist /4P103
Posted 14 days ago
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Job Description
Location: Birmingham, Alabama
Position Summary
The Technical Support Specialist (Energy Management Systems) is part of a contracted 24x7x365 team responsible for frontline computer systems and application diagnostics and support. This role serves as the primary communication channel between customers, support personnel, and management.
Education & Experience Requirements
- Formal education in Computer Science or a related IT field, or equivalent experience.
- Excellent interpersonal and communication skills, both oral and written.
- Ability to collaborate with professionals in a team-oriented and high-pressure environment.
- Exceptional customer service skills.
- Understanding of Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and federal regulatory compliance requirements.
- Strong multitasking and task prioritization skills based on criticality and operational impact.
- Proficiency in following and applying Change Management processes and knowledge-based procedures.
- Preferred: Working knowledge of Windows-based operating systems.
- Preferred: Working knowledge of AIX or other UNIX-based operating systems.
- Preferred: Familiarity with distributed computer networks.
- Ability to build and maintain relationships with key customers.
- Availability to work nights, weekends, and holidays on a rotating shift.
- Strong critical thinking and problem-solving abilities.
- Monitor the health and availability of primary SCADA and ancillary systems daily.
- Provide frontline problem resolution and coordinate repairs with EMS Department Personnel or other company teams.
- Notify key customers to coordinate system outages or events impacting critical systems.
- Offer feedback to the Team Lead and Supervisor for process improvements and customer feedback.
- Track and document cases to completion with the support of EMS Department personnel.
- Adhere to Electronic and Physical access policies.
- Monitor and support Business Continuity and Disaster Recovery systems daily.
- Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct.
- Adhere to Separation Protocol guidelines.
- Pass all requirements of the Southern Company Insider Threat Program.
- Undergo enhanced screening, including background checks, drug screening, and psychological assessment.
- Must be prepared to serve as essential personnel during severe weather, potentially requiring sequestration near the control center.
- Must work rotating 8 or 12-hour shifts, including day and night shifts.
Technical Support Specialist Level 1,2& 3
Posted 14 days ago
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Job Description
Location: Birmingham, Alabama
Position Summary
This position is part of a contracted 24x7x365 staff responsible for frontline computer systems and application diagnostics and support. It also serves as the primary communications channel between the customer, support personnel, and management.
Education & Experience Requirements
- Formal education in Computer Science or a related IT field, or equivalent experience is required.
- Excellent interpersonal skills with the ability to communicate effectively in both oral and written formats.
- Strong ability to work in a team-oriented and sometimes high-pressure environment with professionals such as coordinators, transmission control center personnel, and management.
- Exceptional customer service skills.
- Ability to meet compliance requirements for Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulations.
- Strong multitasking and prioritization skills based on criticality and operational impact on the Bulk Power system.
- Proficiency in following and applying Change Management processes and knowledge-based procedures.
- Preferred Knowledge:
- Windows-based operating systems.
- AIX or other UNIX-based operating systems.
- Distributed computer networks (a plus).
- Ability to build and maintain strong relationships with key customers.
- Willingness to work nights, weekends, and holidays as part of a rotating shift.
- Strong critical thinking and problem-solving abilities.
- Monitor the primary SCADA and ancillary systems daily for health and availability.
- Provide front-line problem resolution and coordinate repairs with EMS Department personnel or other company personnel.
- Notify key customers to coordinate system outages and events affecting critical systems.
- Provide feedback to the Team Lead and Supervisor on process improvements and customer experience.
- Track and document cases thoroughly until resolution with the assistance of EMS Department personnel.
- Adhere to all electronic and physical access policies.
- Support and monitor Business Continuity and Disaster Recovery systems on a daily basis.
- Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct .
- Adherence to Separation Protocol is required.
- Must pass all requirements for the Southern Company Insider Threat Program .
- Enhanced screening (including background check, drug screening, and psychological assessment) is required.
- May be sequestered locally to the control center as part of essential personnel requirements during severe weather conditions.
- Shift Work:
- Operating shifts are 8 or 12 hours long , rotating between day and night shifts .
TECHNICAL SUPPORT SPECIALIST - US Residence based position
Posted 3 days ago
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Job Description
At Bayer we're visionaries, driven to solve the world's toughest challenges and striving for a world where 'Health for all Hunger for none' is no longer a dream, but a real possibility. We're doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining 'impossible'. There are so many reasons to join us. If you're hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there's only one choice.
TECHNICAL SUPPORT SPECIALIST - US Residence based position
TECHNICAL SUPPORT SPECIALIST - RESIDENCE
PURPOSE
The purpose of the Technical Support Specialist is to provide enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software) while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction. This position sits under the Bayer Customer Response Squad and will be responsible to develop, documents and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This position supports service initiatives for remote connectivity and operational efficiencies to meet productivity, quality and business objectives along with support of the PCU program to enhance our biomed partnerships and provides operational efficiencies to TAC. In addition, the incumbent will maintain technical certification and stay up to date with current service process procedures/policies to provide field service or TAC support in accordance with business needs.
The shift for this Residence role is a rotating 8 hr. shift M-F with start times as early as 6am EST and shift end times as late at 11pm EST along with a rotating weekend shift (S/S) from 7:30am-3:30pm EST. OT as required.
YOUR TASKS AND RESPONSIBILITIES
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Provides in-depth technical phone and email support to internal and external customers for Bayer products, including software and device applications, while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction;
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Performs high quality service during customer technical service requests, internal team projects, and process improvement activities. Completes all service requests, ServiceMax cases and workorders, performance field dispatch and supports customer implementation requests in a timely manner. Works with teammates to make sure the team has all tools, equipment, and parts necessary to get the job done;
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Provides install and post install support as requested for all existing and future Bayer software offerings and entitlements;
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Assists in coaching and mentoring of new members of the team in their technical capacities;
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Supports software upgrades and other vulnerability mitigation processes as needed;
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Administer systems, including portal rights, self-service licensing and device access keys so that both internal and external customers have timely access to needed software;
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Assist in developing documenting, and communicating new procedures and processes that meet industry compliance, regulatory and customer standards;
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Build strong relationships across multiple organizations including marketing, new product development, sales and operational excellence;
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Contribute towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to help each other.
WHO YOU ARE
Bayer seeks an incumbent who possesses the following:
REQUIRED QUALIFICATIONS
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High School diploma/GED required with 5 years of applicable and demonstrated success working in a technical support role, helpdesk or call center;
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OR an Associate's degree in related field with 2 years of applicable experience;
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OR a Bachelor's degree in related field with 1 years of applicable experience;
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Ability to read and interpret technical manuals and schematics;
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Demonstrated ability to work in a face paced self-directed environment;
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Strong verbal and written competencies; along with flexibility and good judgment;
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Ability to prioritize individual workload and small group tasks to ensure customer satisfaction and team efficiency;
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Proficient in Microsoft Office product suite;
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Strong customer relationship focus & skillset; with confidence to deescalate customer concerns;
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Confidence to provide direction and communicate without direct authority.
PREFERRED QUALIFICATIONS
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Demonstrated knowledge of Bayer's Radiology business & product suite;
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Proficiency with departmental tools such as, ServiceMax, ThingWorx and KB systems;
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Current or prior technical troubleshooting acumen for Bayer suite of products;
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Software knowledge and troubleshooting capabilities; including Certegra.
Employees can expect to be paid a salary between $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission (if relevant). Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc.
This salary range is merely an estimate and may vary based on an applicant's location, market data/ranges, an applicant's skills and prior relevant experience, certain degrees and certifications, and other relevant factors.
This posting will be available for application until at least 9-2-25
YOUR APPLICATION
Bayer offers a wide variety of competitive compensation and benefits programs. If you meet the requirements of this unique opportunity, and want to impact our mission Science for a better life, we encourage you to apply now. Be part of something bigger. Be you. Be Bayer.
To all recruitment agencies: Bayer does not accept unsolicited third party resumes.
Bayer is an Equal Opportunity Employer/Disabled/Veterans
Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s) using the contact information below.
Bayer is an E-Verify Employer.
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Division: Pharmaceuticals
Reference Code: 851858
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Technical Support Specialist 3 (Energy Management Systems)
Posted 8 days ago
Job Viewed
Job Description
Job DescriptionJob DescriptionTechnical Support Specialist 3 (Energy Management Systems)
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.
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 ascoordinators, 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
• Working knowledge of AIX or other UNIX based operating systems
• 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
Thanks and Regards
Sr. Talent Acquisition Specialist
Pankaj Mishra
+1
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About the latest Technical Jobs in Bessemer !
Technical Support Specialist 3 (Energy Management Systems)
Posted 14 days ago
Job Viewed
Job Description
Technical Support Specialist 3 (Energy Management Systems)
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.
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
Thanks and Regards
Sr. Talent Acquisition Specialist
Pankaj Mishra
+1
TECHNICAL SUPPORT SPECIALIST - US Residence based position
Posted today
Job Viewed
Job Description
TECHNICAL SUPPORT SPECIALIST - US Residence based position
TECHNICAL SUPPORT SPECIALIST - RESIDENCE
PURPOSE
The purpose of the Technical Support Specialist is to provide enhanced in-depth remote technical support to internal and external customers for Bayer products (including device and software) while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction. This position sits under the Bayer Customer Response Squad and will be responsible to develop, documents and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This position supports service initiatives for remote connectivity and operational efficiencies to meet productivity, quality and business objectives along with support of the PCU program to enhance our biomed partnerships and provides operational efficiencies to TAC. In addition, the incumbent will maintain technical certification and stay up to date with current service process procedures/policies to provide field service or TAC support in accordance with business needs.
The shift for this Residence role is a rotating 8 hr. shift M-F with start times as early as 6am EST and shift end times as late at 11pm EST along with a rotating weekend shift (S/S) from 7:30am-3:30pm EST. OT as required.
YOUR TASKS AND RESPONSIBILITIES
+ Provides in-depth technical phone and email support to internal and external customers for Bayer products, including software and device applications, while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction;
+ Performs high quality service during customer technical service requests, internal team projects, and process improvement activities. Completes all service requests, ServiceMax cases and workorders, performance field dispatch and supports customer implementation requests in a timely manner. Works with teammates to make sure the team has all tools, equipment, and parts necessary to get the job done;
+ Provides install and post install support as requested for all existing and future Bayer software offerings and entitlements;
+ Assists in coaching and mentoring of new members of the team in their technical capacities;
+ Supports software upgrades and other vulnerability mitigation processes as needed;
+ Administer systems, including portal rights, self-service licensing and device access keys so that both internal and external customers have timely access to needed software;
+ Assist in developing documenting, and communicating new procedures and processes that meet industry compliance, regulatory and customer standards;
+ Build strong relationships across multiple organizations including marketing, new product development, sales and operational excellence;
+ Contribute towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to help each other.
WHO YOU ARE
Bayer seeks an incumbent who possesses the following:
REQUIRED QUALIFICATIONS
+ High School diploma/GED required with 5 years of applicable and demonstrated success working in a technical support role, helpdesk or call center;
+ OR an Associate's degree in related field with 2 years of applicable experience;
+ OR a Bachelor's degree in related field with 1 years of applicable experience;
+ Ability to read and interpret technical manuals and schematics;
+ Demonstrated ability to work in a face paced self-directed environment;
+ Strong verbal and written competencies; along with flexibility and good judgment;
+ Ability to prioritize individual workload and small group tasks to ensure customer satisfaction and team efficiency;
+ Proficient in Microsoft Office product suite;
+ Strong customer relationship focus & skillset; with confidence to deescalate customer concerns;
+ Confidence to provide direction and communicate without direct authority.
PREFERRED QUALIFICATIONS
+ Demonstrated knowledge of Bayer's Radiology business & product suite;
+ Proficiency with departmental tools such as, ServiceMax, ThingWorx and KB systems;
+ Current or prior technical troubleshooting acumen for Bayer suite of products;
+ Software knowledge and troubleshooting capabilities; including Certegra.
Employees can expect to be paid a salary between $67,341.00 to $101,011.00. Additional compensation may include a bonus or commission (if relevant). Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc.
This salary range is merely an estimate and may vary based on an applicant's location, market data/ranges, an applicant's skills and prior relevant experience, certain degrees and certifications, and other relevant factors.
This posting will be available for application until at least 9-2-25
YOUR APPLICATION
Bayer offers a wide variety of competitive compensation and benefits programs. If you meet the requirements of this unique opportunity, and want to impact our mission Science for a better life, we encourage you to apply now. Be part of something bigger. Be you. Be Bayer.
To all recruitment agencies: Bayer does not accept unsolicited third party resumes.
Bayer is an Equal Opportunity Employer/Disabled/Veterans
Bayer is committed to providing access and reasonable accommodations in its application process for individuals with disabilities and encourages applicants with disabilities to request any needed accommodation(s) using the contact information below.
Bayer is an E-Verify Employer.
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Division: Pharmaceuticals
Reference Code: 851858
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Technical Support Specialist 1/2/3 4P/257
Posted 14 days ago
Job Viewed
Job Description
Location: Birmingham, Alabama
Schedule: 24x7x365 rotating shift coverage (including nights, weekends, and holidays)
Client- Southern Company Services
Contract- 3 Years
Position Summary:
The Technical Support Specialist provides critical frontline IT support for Energy Management Systems (EMS) in a 24x7x365 operational environment. This role serves as a primary point of contact for IT incidents, performing diagnostics and resolutions at Level 1, with escalation to higher tiers as necessary. The specialist is integral in maintaining system health, managing incidents, and supporting compliance and operational continuity in a fast-paced, regulated utility environment.
Key Responsibilities:
- Serve as the single point of contact for all inbound IT incidents via phone, email, and web forms.
- Log, track, and resolve IT incidents and requests using a ticketing system.
- Provide Level 1 support and escalate issues as required to ensure timely resolution.
- Monitor primary SCADA systems and associated infrastructure for performance and availability.
- Coordinate incident resolution efforts with EMS and other technical teams.
- Communicate system outages and scheduled maintenance to impacted customers.
- Follow all Change Management and knowledge-based procedure protocols.
- Document all incidents, actions, and resolutions accurately and thoroughly.
- Support disaster recovery and business continuity systems.
- Maintain compliance with federal and corporate regulatory standards, including CIP and Sarbanes-Oxley.
- Contribute to ongoing process improvements and customer satisfaction initiatives.
- Ensure physical and electronic security standards are met.
- Associate degree or higher in Computer Science , Information Technology , or a related field; or equivalent work experience.
- 1-3 years of experience in an IT helpdesk or technical support environment preferred.
- Strong interpersonal and communication skills (verbal and written).
- Ability to multitask and prioritize in a mission-critical environment.
- Knowledge of Windows-based operating systems; AIX/UNIX experience preferred.
- Familiarity with distributed computer networks is a plus.
- Experience supporting EMS, SCADA, or similar systems is beneficial.
- Strong problem-solving and analytical thinking abilities.
- Ability to build positive relationships with internal stakeholders and customers.
- Must meet Critical Infrastructure Protection (CIP) requirements.
- Must pass enhanced background screening (including drug test and psychological evaluation).
- Must adhere to Federal Energy Regulatory Commission (FERC) Standard of Conduct and Separation Protocol .
- Participation in Southern Company Insider Threat Program required.
- May be sequestered locally during emergency weather events as essential personnel.
- Ability and willingness to work rotating 8- or 12-hour shifts , including nights, weekends, and holidays .