Tier 3 - Client Support Analyst

About Us

Noralta Technologies is an energy service company that combines patented technology and expert service to support oil and gas producers across Western Canada and the USA. Our mission is to understand the goals and challenges our clients face, continually innovate, and develop solutions that help them succeed. We aim to be exceptional partners, evolving technologies and services, and celebrating successes alongside our clients.

Why Work With Us

At Noralta, our technology teams form a tight-knit community where Client Support Analysts thrive in a dynamic and fast-paced environment. If you're the kind of person who enjoys solving complex problems and adapting solutions creatively, you’ll fit right in. You’ll be exposed to a wide array of technologies, learning something new every day and continuously expanding your skill set. We emphasize work/life balance, provide the tools needed for success, and reward commitment with opportunities for growth. Our current setup supports a hybrid work environment.

What You'll Do

We are looking for an experienced, tech-savvy, detail-oriented problem solver to join our Support team as a Tier 3 level Client Support Analyst. You will collaborate with field staff, control room operators, IT personnel, and customers, applying your energy industry and SCADA experience to design, build, and improve tailored SCADA integrations. You will provide assistance, guidance and stability to fellow Support staff in a dynamic and challenging environment. You will be crucial in maintaining and/or making recommendations on enhancing our critical support processes, servers, and software. Although this is not a field, coding, or PLC programming role, some coding experience is preferred.

Primary Duties and Responsibilities

- Establish, test, and troubleshoot remote connections to specialized field devices across cellular, radio, and satellite networks, using a variety of telemetry protocols

- Create and configure SCADA datapoints, such as pressures, temperatures, and flowrates from a broad variety of PLCs or RTUs, while ensuring consistency and accuracy

- Design and implement graphical user interfaces (HMIs) to convert data into information, providing operational awareness and control to our clients and our control room operators

- Participate or manage SCADA integration projects for new client additions or multiple-site additions

- Provide escalation support and guidance to other Support team members

- React promptly and effectively to platform instability or service degradation

- Develop and refine processes and tools to improve Support team effectiveness

Requirements

- Ability to work an 8-hour shift within the hours of 7:00 am to 6:00 pm MST and participate in a 24/7 on-call rotation

- Experience with SCADA Host, PLCs, and DCS systems

- Strong communication skills (written and oral) for interacting with internal and external stakeholders

- Strong analytical and problem-solving skills with attention to detail, capable of diagnosing and resolving technical issues efficiently

- Experience with HMI or user interface development and familiarity with UI/UX principles

- Experience with computer networks and familiarity with field instrumentation networks

- Experience in a technical support or systems analyst role, demonstrating a customer-oriented mindset and strong aptitude for delivering high-quality service

- Strong time management skills and personal organizational skills

Nice-to-Haves

- Post-secondary diploma or degree in IT, instrumentation, process control, or a related field

- Work term or co-op experience in the oil and gas industry, and/or familiarity with upstream oilfield automation, compliance, and operations

- Experience with common fieldbus protocols i.e. Modbus, ROC, DNP3, CIP/ EtherNet/IP

- Experience with ABB SCADAvantage

- Experience with cellular, radio, and serial communications

- Familiarity with SQL, Windows Server, VB.NET and/or C#.NET

Additional Information

- Hours: 40 per week (Monday to Friday)

- Participation in an on-call rotation required

- Hybrid work environment

- Pre-employment screening requirements for the safety of all employees where final offer is conditional until all employment screening checks are clear:

- Drug and alcohol testing

- Background check

- Social media check

Compensation and Benefits

- Comprehensive benefits plan including health and dental

- Flex Days

Work Location

- Downtown Calgary office

We appreciate all applicants' interested in Noralta Technologies Inc.; however, only those selected for an interview will be contacted.

Job Types: Full-time, Permanent

Work Location: Hybrid remote in Calgary, AB