Technical Support Specialist Level 12 3
Technical Support Specialist Level 12 3
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 teamoriented and sometimes highpressure 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) SarbanesOxley 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 knowledgebased procedures.
- Preferred Knowledge:
- Windowsbased operating systems.
- AIX or other UNIXbased 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 problemsolving abilities.
Job Responsibilities
- Monitor the primary SCADA and ancillary systems daily for health and availability.
- Provide frontline 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.
Required Experience:
Unclear Seniority
Employment Type
Contract
