Technical Support Specialist

2 days ago

Birmingham, Alabama, United States 4P Consulting Full time
 

Technical Support Specialist (Energy Management Systems)
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.

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