Technical Support Specialist 1/2/3 4P/257

Technical Support Specialist 1/2/3 – Energy Management Systems (EMS)

Location: Birmingham, Alabama
Schedule: 24x7x365 rotating shift coverage (including nights, weekends, and holidays)

Position Summary:

The Technical Support Specialist provides critical frontline IT support for Energy Management Systems (EMS) in a 24x7x365 operational environment. This role serves as a primary point of contact for IT incidents, performing diagnostics and resolutions at Level 1, with escalation to higher tiers as necessary. The specialist is integral in maintaining system health, managing incidents, and supporting compliance and operational continuity in a fast-paced, regulated utility environment.

Key Responsibilities:

• Serve as the single point of contact for all inbound IT incidents via phone, email, and web forms.

• Log, track, and resolve IT incidents and requests using a ticketing system.

• Provide Level 1 support and escalate issues as required to ensure timely resolution.

• Monitor primary SCADA systems and associated infrastructure for performance and availability.

• Coordinate incident resolution efforts with EMS and other technical teams.

• Communicate system outages and scheduled maintenance to impacted customers.

• Follow all Change Management and knowledge-based procedure protocols.

• Document all incidents, actions, and resolutions accurately and thoroughly.

• Support disaster recovery and business continuity systems.

• Maintain compliance with federal and corporate regulatory standards, including CIP and Sarbanes-Oxley.

• Contribute to ongoing process improvements and customer satisfaction initiatives.

• Ensure physical and electronic security standards are met.

Education & Experience:

• Associate degree or higher in Computer Science, Information Technology, or a related field; or equivalent work experience.

• 1–3 years of experience in an IT helpdesk or technical support environment preferred.

Skills & Qualifications:

• Strong interpersonal and communication skills (verbal and written).

• Ability to multitask and prioritize in a mission-critical environment.

• Knowledge of Windows-based operating systems; AIX/UNIX experience preferred.

• Familiarity with distributed computer networks is a plus.

• Experience supporting EMS, SCADA, or similar systems is beneficial.

• Strong problem-solving and analytical thinking abilities.

• Ability to build positive relationships with internal stakeholders and customers.

• Must meet Critical Infrastructure Protection (CIP) requirements.

• Must pass enhanced background screening (including drug test and psychological evaluation).

Additional Requirements:

• Must adhere to Federal Energy Regulatory Commission (FERC) Standard of Conduct and Separation Protocol.

• Participation in Southern Company Insider Threat Program required.

• May be sequestered locally during emergency weather events as essential personnel.

• Ability and willingness to work rotating 8- or 12-hour shifts, including nights, weekends, and holidays.