Technical Support Specialist

Technical Support Specialist (24x7 Operations)

Location: Birmingham, AL
Client: Southern Company
Contract: 3 Year

This position is part of a contracted 24x7x365 support team responsible for frontline computer systems and application diagnostics and monitoring
.
The role serves as the primary communications channel between customers, technical support personnel, and management.

The successful candidate will play a key part in ensuring the availability, performance, and compliance of mission-critical systems supporting Energy Management Systems (EMS) and related applications.

• Formal education in Computer Science
  , Information Technology
  , or a related IT field — or equivalent practical experience
  .

• Prior experience in real-time systems support
  , control center environments
  , or utility/energy operations preferred.

• Excellent interpersonal and communication skills (oral and written).

• Ability to work effectively in a team-oriented and sometimes high-stress environment with coordinators, control center personnel, and management.

• Strong customer service orientation with proven ability to manage user expectations and deliver timely support.

• Knowledge of and ability to comply with Critical Infrastructure Protection (CIP),
  Sarbanes–Oxley (SOX), and federal regulatory requirements
  .

• Strong multitasking and prioritization skills – able to handle multiple concurrent issues and elevate appropriately.

• Ability to follow and apply Change Management processes and knowledge-based procedures
  .

• Working knowledge of:

  • Windows operating systems

  • AIX or other UNIX-based systems

  • Distributed computer networks (a plus)

• Strong problem-solving and critical thinking abilities.

• Proven ability to build and maintain strong working relationships with internal and external customers.

• Must be able to work rotating shifts including nights, weekends, and holidays.

• Monitor primary SCADA and ancillary systems for operational health and availability.

• Provide frontline troubleshooting, diagnostics, and coordination of repairs with EMS department personnel and other internal teams.

• Notify and coordinate with key customers regarding system outages, events, or maintenance that may impact critical operations.

• Contribute to process improvement initiatives and provide customer feedback to Team Leads and Supervisors.

• Accurately document and track cases through completion, ensuring all actions are recorded in system logs.

• Adhere to electronic and physical access policies to maintain system integrity and compliance.

• Support Business Continuity and Disaster Recovery (BC/DR) systems on a daily basis.

• Ensure regulatory compliance and operational excellence across all assigned systems.

• Must understand and sign the Federal Energy Regulatory Commission (FERC) Standard of Conduct
  .

• Must adhere to Separation Protocol requirements.

• Must comply with all conditions under the Southern Company Insider Threat Program
  , including enhanced background checks, drug screening and psychological assessment.

• May be required to remain sequestered locally to the control center during severe weather or emergency operations.

• This position requires rotating 8- or 12‑hour shifts (day and night).