Technical Support Specialist (Energy Management Systems)
Location: Birmingham, Alabama
Position Summary
This position is part of a contracted 24x7x365 staff responsible for frontline computer systems and application diagnostics and support. It also serves as the primary communications channel between the customer, support personnel, and management.
Education & Experience Requirements
- Formal education in Computer Science or a related IT field, or equivalent experience is required.
Knowledge, Skills & Abilities
- Excellent interpersonal skills with the ability to communicate effectively in both oral and written formats.
- Strong ability to work in a team-oriented and sometimes high-pressure environment with professionals such as coordinators, transmission control center personnel, and management.
- Exceptional customer service skills.
- Ability to meet compliance requirements for Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulations.
- Strong multitasking and prioritization skills based on criticality and operational impact on the Bulk Power system.
- Proficiency in following and applying Change Management processes and knowledge-based procedures.
- Preferred Knowledge:
- Windows-based operating systems.
- AIX or other UNIX-based operating systems.
- Distributed computer networks (a plus).
- Ability to build and maintain strong relationships with key customers.
- Willingness to work nights, weekends, and holidays as part of a rotating shift.
- Strong critical thinking and problem-solving abilities.
Job Responsibilities
- Monitor the primary SCADA and ancillary systems daily for health and availability.
- Provide front-line problem resolution and coordinate repairs with EMS Department personnel or other company personnel.
- Notify key customers to coordinate system outages and events affecting critical systems.
- Provide feedback to the Team Lead and Supervisor on process improvements and customer experience.
- Track and document cases thoroughly until resolution with the assistance of EMS Department personnel.
- Adhere to all electronic and physical access policies.
- Support and monitor Business Continuity and Disaster Recovery systems on a daily basis.
Other Requirements
- Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct.
- Adherence to Separation Protocol is required.
- Must pass all requirements for the Southern Company Insider Threat Program.
- Enhanced screening (including background check, drug screening, and psychological assessment) is required.
- May be sequestered locally to the control center as part of essential personnel requirements during severe weather conditions.
- Shift Work:
- Operating shifts are 8 or 12 hours long, rotating between day and night shifts.