Technical Support Specialist 1 4P/428

Technical Support Specialist (24x7 Operations)

Location: Birmingham, AL
Client: Southern Company
Contract: 3 Year
 

Summary of Position Duties

This position is part of a contracted 24x7x365 support team responsible for frontline computer systems and application diagnostics and monitoring.
The role serves as the primary communications channel between customers, technical support personnel, and management.

The successful candidate will play a key part in ensuring the availability, performance, and compliance of mission-critical systems supporting Energy Management Systems (EMS) and related applications.

Education & Experience Requirements

• Formal education in Computer Science, Information Technology, or a related IT field — or equivalent practical experience.

• Prior experience in real-time systems support, control center environments, or utility/energy operations preferred.

Knowledge, Skills & Abilities

• Excellent interpersonal and communication skills (oral and written).

• Ability to work effectively in a team-oriented and sometimes high-stress environment with coordinators, control center personnel, and management.

• Strong customer service orientation with proven ability to manage user expectations and deliver timely support.

• Knowledge of and ability to comply with Critical Infrastructure Protection (CIP), Sarbanes–Oxley (SOX), and federal regulatory requirements.

• Strong multitasking and prioritization skills — able to handle multiple concurrent issues and escalate appropriately.

• Ability to follow and apply Change Management processes and knowledge-based procedures.

• Working knowledge of:

  • Windows operating systems

  • AIX or other UNIX-based systems

  • Distributed computer networks (a plus)

• Strong problem-solving and critical thinking abilities.

• Proven ability to build and maintain strong working relationships with internal and external customers.

• Must be able to work rotating shifts including nights, weekends, and holidays.

Job Responsibilities

• Monitor primary SCADA and ancillary systems for operational health and availability.

• Provide frontline troubleshooting, diagnostics, and coordination of repairs with EMS department personnel and other internal teams.

• Notify and coordinate with key customers regarding system outages, events, or maintenance that may impact critical operations.

• Contribute to process improvement initiatives and provide customer feedback to Team Leads and Supervisors.

• Accurately document and track cases through completion, ensuring all actions are recorded in system logs.

• Adhere to electronic and physical access policies to maintain system integrity and compliance.

• Support Business Continuity and Disaster Recovery (BC/DR) systems on a daily basis.

• Ensure regulatory compliance and operational excellence across all assigned systems.

Other Requirements

• Must understand and sign the Federal Energy Regulatory Commission (FERC) Standard of Conduct.

• Must adhere to Separation Protocol requirements.

• Must comply with all conditions under the Southern Company Insider Threat Program, including enhanced background checks, drug screening, and psychological assessment.

• May be required to remain sequestered locally to the control center during severe weather or emergency operations.

• This position requires rotating 8- or 12-hour shifts (day and night).