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Technical Support Specialist Level 1,2& 3
Technical Support Specialist Level 1,2& 34P Consulting Inc • Vestavia Hills, AL, United States
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Technical Support Specialist Level 1,2& 3

Technical Support Specialist Level 1,2& 3

4P Consulting Inc • Vestavia Hills, AL, United States
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  • [job_card.full_time]
[job_card.job_description]

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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