Experience Level: 3–5 Years
Work Schedule: 24x7x365 Rotating Shifts (8- or 12-hour shifts, days/nights/weekends/holidays)
Client- Southern Company Services
Contract- 3 Years
We are seeking a Technical Support Specialist II to serve as a single point of contact for inbound IT incidents in a mission-critical environment. This role is part of a 24x7x365 contracted support team providing frontline system and application diagnostics, incident resolution, and customer communication.
The successful candidate will log and track all incidents in a ticketing system, resolve issues at Level 1, or escalate incidents as needed until full resolution. This position requires strong technical troubleshooting skills, excellent customer service, and the ability to operate effectively in a high-pressure, regulated environment supporting Bulk Power System operations.
Serve as the first point of contact for inbound IT incidents via phone, email, and web forms
Log, track, and manage incidents through resolution using a ticketing system
Resolve Level 1 issues remotely or escalate appropriately to higher-level support teams
Provide continuous communication to customers, support personnel, and management
Monitor primary SCADA and ancillary systems for availability and system health
Perform frontline troubleshooting and coordinate repairs with EMS and other internal teams
Monitor and support Business Continuity and Disaster Recovery systems
Notify key stakeholders of outages or events impacting critical systems
Accurately document incidents and resolutions through case closure
Adhere to Change Management, knowledge-based procedures, and access control policies
Comply with CIP, SOX, FERC, and other federal regulatory requirements
Support continuous improvement through feedback to Team Leads and Supervisors
Formal education in Computer Science, Information Technology, or related field
OR equivalent hands-on experience
3–5 years of experience in an IT Help Desk or Technical Support role preferred
Excellent verbal and written communication skills
Strong customer service mindset and interpersonal skills
Ability to multitask and prioritize incidents based on operational criticality
Strong critical-thinking and problem-solving abilities
Ability to follow structured procedures in a regulated environment
Ability to build and maintain relationships with internal and external customers
Willingness to work rotating shifts, including nights, weekends, and holidays
Working knowledge of Windows-based operating systems
Working knowledge of AIX or UNIX-based operating systems
Understanding of distributed computer networks
Familiarity with IT ticketing systems and incident management tools
Must understand and sign FERC Standard of Conduct
Must adhere to Separation Protocols
Must meet requirements of the Southern Company Insider Threat Program
Must pass enhanced screening, including:
Background check
Drug screening
Psychological assessment
May be required to remain sequestered near the control center during severe weather events
Shift work required (8- or 12-hour rotating shifts)