Technical Support Specialist

Provide frontline technical support, monitoring, diagnostics, and incident coordination for Energy Management Systems (EMS), SCADA, and critical power-system applications. Serve as the primary communication point between customers, support teams, EMS personnel, and management.

Key Responsibilities

• Monitor SCADA, EMS, and ancillary systems for health, performance, and availability.
• Troubleshoot and resolve frontline computer system and application issues.
• Coordinate repairs, incidents, outages, and system events with EMS and other technical teams.
• Communicate system outages and operational impacts to key customers and stakeholders.
• Track, document, and manage support cases through resolution.
• Monitor and support Business Continuity and Disaster Recovery (BC/DR) systems.
• Follow Change Management, knowledge-based procedures, access-control, and security policies.
• Identify process improvements and provide customer feedback to management.
• Prioritize incidents based on criticality and operational impact to the Bulk Power System.

Required / Preferred Skills

• Degree in Computer Science, Information Technology, or related field, or equivalent experience.
• Strong technical troubleshooting, critical thinking, problem-solving, and customer service skills.
• Excellent written and verbal communication and ability to work effectively in a high-pressure, team-oriented environment.
• Working knowledge of Windows operating systems.
• Working knowledge of AIX/UNIX preferred.
• Knowledge of distributed computer networks preferred.
• Ability to multitask, prioritize critical incidents, and maintain customer relationships.
• Ability to work rotating 8- or 12-hour shifts, including nights, weekends, and holidays.

Compliance & Security

• Ability to comply with NERC/CIP (Critical Infrastructure Protection), FERC, Sarbanes-Oxley (SOX), Change Management, and security/access-control requirements.
• Must adhere to company separation protocols and insider-threat/security requirements.
• Enhanced background/drug screening required.
• May be required to remain local/sequestered at the control center during severe weather or emergency events.