Technical Support Specialist Level 1,2& 3

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.