Technical Support Specialist Level 1,2& 3

5 hours ago

Vestavia Hills, AL, United States 4P Consulting Inc Full time
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.

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