Technical Support Specialist

Job Summary:
Provide 24x7x365 frontline technical support for Energy Management Systems (EMS), SCADA, and critical computer applications. Monitor system health, troubleshoot issues, coordinate repairs, and communicate outages/events to customers and management.

Key Responsibilities:

• Monitor SCADA, EMS, Business Continuity, and Disaster Recovery systems for health and availability.
• Provide frontline troubleshooting, diagnostics, and problem resolution.
• Coordinate repairs with EMS, IT, and other technical teams.
• Communicate system outages, incidents, and operational impacts to key customers.
• Track, document, and resolve support cases through completion.
• Follow Change Management, access control, security, and knowledge-based procedures.
• Support continuous improvement and customer service initiatives.
• Maintain compliance with NERC/CIP, FERC, Sarbanes-Oxley, and other regulatory requirements.

Required Qualifications & Skills:

• Degree in Computer Science, IT, or related field, or equivalent experience.
• Strong technical support, troubleshooting, critical thinking, and problem-solving skills.
• Excellent written and verbal communication and customer service skills.
• Ability to multitask and prioritize critical operational issues.
• Knowledge of Windows, AIX/UNIX, and distributed computer networks preferred.
• Experience with SCADA/EMS or critical infrastructure environments is a plus.
• Ability to work rotating 8/12-hour shifts, nights, weekends, and holidays.

Additional Requirements:

• Must comply with FERC Standards of Conduct, Southern Company security/separation protocols, and Insider Threat requirements.
• Enhanced screening/background checks required.
• May be required to remain local to the control center during severe weather/emergency events.