Technical Support Specialist /4P103
Posted Updated
Description
Technical Support Specialist (Energy Management Systems)
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.
Knowledge, Skills & Abilities
- 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.
Job Responsibilities
- 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.
Other Requirements
- 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.