Technical Support Specialist
Technical Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Technical Support Specialist 1/2/3 Energy Management Systems (EMS)
Location: Birmingham AlabamaSchedule: 24x7x365 rotating shift coverage (including nights weekends and holidays)
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.
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Log track and resolve IT incidents and requests using a ticketing system.
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Provide Level 1 support and escalate issues as required to ensure timely resolution.
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Monitor primary SCADA systems and associated infrastructure for performance and availability.
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Coordinate incident resolution efforts with EMS and other technical teams.
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Communicate system outages and scheduled maintenance to impacted customers.
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Follow all Change Management and knowledge-based procedure protocols.
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Document all incidents actions and resolutions accurately and thoroughly.
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Support disaster recovery and business continuity systems.
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Maintain compliance with federal and corporate regulatory standards including CIP and Sarbanes-Oxley.
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Contribute to ongoing process improvements and customer satisfaction initiatives.
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Ensure physical and electronic security standards are met.
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Associate degree or higher in Computer Science Information Technology or a related field; or equivalent work experience.
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1 3 years of experience in an IT helpdesk or technical support environment preferred.
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Strong interpersonal and communication skills (verbal and written).
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Ability to multitask and prioritize in a mission-critical environment.
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Knowledge of Windows-based operating systems; AIX/UNIX experience preferred.
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Familiarity with distributed computer networks is a plus.
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Experience supporting EMS SCADA or similar systems is beneficial.
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Strong problem-solving and analytical thinking abilities.
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Ability to build positive relationships with internal stakeholders and customers.
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Must meet Critical Infrastructure Protection (CIP) requirements.
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Must pass enhanced background screening (including drug test and psychological evaluation).
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Must adhere to Federal Energy Regulatory Commission (FERC) Standard of Conduct and Separation Protocol.
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Participation in Southern Company Insider Threat Program required.
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May be sequestered locally during emergency weather events as essential personnel.
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Ability and willingness to work rotating 8- or 12-hour shifts including nights weekends and holidays.
Employment Type
Full Time
