Technical Support Specialist /4P103

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.