Technical Support Specialist /4P103

Location: Birmingham, Alabama

Position Summary: The Technical Support Specialist (Energy Management Systems) is part of a contracted 24x7x365 team responsible for frontline computer systems and application diagnostics and support. This role serves as the primary communication channel between customers, support personnel, and management.

Education & Experience: Requirements Formal education in Computer Science or a related IT field, or equivalent experience.

Knowledge, Skills & Abilities: Excellent interpersonal and communication skills, both oral and written. Ability to collaborate with professionals in a team-oriented and high-pressure environment. Exceptional customer service skills. Understanding of Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and federal regulatory compliance requirements. Strong multitasking and task prioritization skills based on criticality and operational impact. Proficiency in following and applying Change Management processes and knowledge-based procedures.

Preferred: Working knowledge of Windows-based operating systems.

Preferred: Working knowledge of AIX or other UNIX-based operating systems.

Preferred: Familiarity with distributed computer networks. Ability to build and maintain relationships with key customers. Availability to work nights, weekends, and holidays on a rotating shift. Strong critical thinking and problem-solving abilities.

Job Responsibilities: Monitor the health and availability of primary SCADA and ancillary systems daily. Provide frontline problem resolution and coordinate repairs with EMS Department Personnel or other company teams. Notify key customers to coordinate system outages or events impacting critical systems. Offer feedback to the Team Lead and Supervisor for process improvements and customer feedback. Track and document cases to completion with the support of EMS Department personnel. Adhere to Electronic and Physical access policies. Monitor and support Business Continuity and Disaster Recovery systems daily.

Other Requirements: Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct. Adhere to Separation Protocol guidelines. Pass all requirements of the Southern Company Insider Threat Program. Undergo enhanced screening, including background checks, drug screening, and psychological assessment. Must be prepared to serve as essential personnel during severe weather, potentially requiring sequestration near the control center. Must work rotating 8 or 12-hour shifts, including day and night shifts.