Job Description:

*Flexible Work Arrangement: Hybrid*

The Engineering Technician I (II) provides daily technical support for a diverse set of critical communication systems vital to PJM's mission of ensuring the safety, reliability and security of the bulk electric power system. The Engineering Technician supports the tools utilized by PJM Dispatch System Operators. It is a multi-functional position demanding strong competencies in disciplines such as telecommunication systems management, voice communication circuit configurations, voice recording and All Call systems hardware and software technical coordination. This technical support position is capable of performing subject matter expert tasks for the systems and equipment identified in the Essential Duties and Responsibilities described below.

Essential Functions:

• Provide technical design, configuration management, system administration, and end user support for a redundant, complex, networked telecommunications switch supporting the two PJM control rooms and Operator Training Simulator (OTS). This support would include system/equipment adds, moves, and changes, along with implementation of software/hardware upgrades, preventative and remedial maintenance activities.




• Provide end user technical support and system/equipment administration for control rooms and OTS voice communications recording system. Services include: supporting system server software upgrades, configuring user accounts, performing system administration functions for passwords and access managing data retention logger devices and storage and all maintenance activities to enable uninterrupted end user access.




• Planning, design, build, and 24x7 support of Cisco Voice over IP infrastructure including CUCM, Unity, CER, and UCCX. This includes the development, documentation, and implementation of best practices for multiple projects that will require in depth knowledge of multiple technical areas.




• Experience of designing and implementing CUCM in multi-cluster environment including IM&P, Unity.




• Experience with third-party integrations (IVR Voice Turrets, reporting, chat, email).




• Provide end user support and system administrator responsibilities for a control room telecommunication mass notification All-Call system. Responsibilities include All Call database administration and modifications, recorded message modifications, perform adds, moves, changes to call lists under Dispatch direction.




• Provide technical support and administrative management for control room back up voice communication systems. These systems include, but are not limited to, Cisco phone sets, MSAT G2 satellite phones, cell phones and Government Emergency Telephone Service (GETS). Provide equipment testing services, coordinate adds, moves and changes and maintain related documentation




• Provide technical support for Arbiter Systems Time and Frequency Systems which supply output data to EMS. Responsibilities include system verification, equipment redundancy coordination, equipment calibration, and maintain related documentation.




• Maintain and support all systems in a 7 X 24 operating environment to support end user work task needs. Develop, maintain, and provide system documentation necessary to support required regulations and related audits/inspections




• Because of the 7 X 24 nature of the dispatch operating environment, periodic overtime and after hours call in support may be required for end user support and/or provide remedial repair to the equipment of the systems identified above.

Characteristics & Qualifications:

Required:

• Associate's Degree in Engineering or two years minimum education in a technology or engineering related curriculum




• Previous technical employment experience in 24x7 Critical Infrastructure, trading floor, command/control room environments




• Prior experience providing “hands on” support for internal and external customers Intermediate understanding Microsoft/Linux server Platforms Basic understanding IT Networks & relevant voice ports and protocols




• Valid Driver's License Upon Hire

Preferred:

• Bachelor's Degree in Engineering or related program




• Prior experience as technical support for one or more of the systems defined in this description