TOC Engineer 1

The Opportunity

Trimark is an industry leader in the movement towards a greener grid and a cleaner future. We enable a carbon-free electric power system by securely delivering control, metering, communication and revenue/performance optimization solutions for independent power producers and utilities.

Our products and services are at the forefront of generating dispatchable power from renewable plants by combining intermittent renewable resources with energy storage. Our team designs systems from concept to commissioning, including system and network architecture, software development, component assembly, technology configuration, installation, testing, certification, ongoing support, and maintenance.

We are seeking two Trimark Operations Center (TOC) Engineers to provide end-to-end customer service in a highly technical fast-paced, customer-facing environment. The ideal candidate will be responsible for day-to-day client service operations, including customer communication, ticket resolution, and internal client advocacy.

The Team

You will work alongside a team of TOC Engineers at our Norfolk, VA location and collaborate with our Engineering and Field teams as necessary.

Primary Responsibilities

• Identifies, researches, and resolves routine technical problems to support CAISO direct telemetry requirements, CAISO SQMD, remote data acquisition, etc.
• Responds to end-user phone, email, or chat requests for support to resolve basic system, device, access, or performance issues.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Advises users on methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Documents incidents using systems or tools.
• Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software/devices, setup user profiles, or reset passwords.
• Fulfills all service level standards for response time and quality. General supervision.
• Performs configuration updates for RIGs, DASs, SCADAs, Tracker Controllers, etc. with support from peers and management.

Qualifications & Requirements

• High School Diploma or equivalent required; AA degree or higher preferred

• IT / Technical support experience, such as helpdesk experience, strongly preferred

• Knowledge of Remote Desktop (RDP), IP addresses, and networking
  
• Electric or utility Experience preferred
  
• Knowledge of CAISO requirements highly desired
  
• Proficient in Microsoft Office, SharePoint (or other CRM)
• Excellent communication, interpersonal and organizational skills

Physical, Mental & Emotional Requirements

Employee may be required to sit for long periods of time using a keyboard and monitor display, travel to other locations, and occasionally lift up to 20lbs. Must be able to organize and prioritize work in accordance with deadlines, adapt behavior and work methods in response to changing conditions or challenges. Employee will be involved with sustained activity required for analysis, reasoning, and problem solving. Must be able to develop and maintain cooperative working relationships, recognize emotionally charged issues and respond appropriately, act with professionalism, and work both independently and collaboratively. Must be able to proactively encourage a work environment that encourages innovation and creative solutions and be able to develop effective working relationships with all levels of the company and outside partners.

Work Environment

The employee will primarily work in a climate-controlled office with occasional fluctuations in temperature. The employee will work at an assigned desk under artificial lighting. The employee may occasionally attend meetings and/or training outside of their assigned workstation.

Equal Opportunity Statement

Trimark Associates is committed to diversity and inclusivity in our hiring practices. We do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

We’re not perfect (no one is!) If your skillset is a bit different than what we’ve identified but you share our passion for renewable energy and believe you can make a valuable contribution to the role we’d love to learn more about you!