Technical Support Specialist 3 -4P/912

4P Consulting•Birmingham, AL

2d•Onsite

About The Position

The Technical Support Specialist III – Energy Management Systems (EMS) provides frontline technical support for critical SCADA and Energy Management Systems. The position is part of a contracted 24x7x365 operations team responsible for system monitoring, diagnostics, incident response, application support, customer communication, and coordination with technical support personnel and management. The role supports a high-availability, regulated environment and requires rotating shifts, including days, nights, weekends, and holidays. Shifts may be 8 or 12 hours. During severe weather events, personnel may be required to remain local to or sequestered near the control center. The position supports Southern Company Services in Birmingham, Alabama, under a two-year contract. Candidates must comply with applicable regulatory and security requirements, including CIP, Sarbanes-Oxley, federal regulatory requirements, access policies, FERC Standards of Conduct, Southern Company Separation Protocol, and Insider Threat Program requirements. Enhanced background and drug screening may be required.

Requirements

Formal education in Computer Science, Information Technology, or a related field, or equivalent professional experience.
Experience supporting computer systems, applications, or technical operations.
Strong troubleshooting and critical-thinking skills.
Excellent written and verbal communication skills.
Strong customer-service skills.
Ability to work effectively in a team-oriented and potentially high-stress environment.
Ability to multitask and prioritize incidents based on operational impact.
Ability to follow documented procedures and Change Management processes.
Ability to work rotating shifts, including days, nights, weekends, and holidays.
Ability to comply with applicable regulatory and security requirements, including CIP, Sarbanes-Oxley, federal regulatory requirements, electronic and physical access policies, FERC Standards of Conduct, Southern Company Separation Protocol, and Southern Company Insider Threat Program requirements.

Nice To Haves

Working knowledge of or experience with Windows operating systems.
Working knowledge of or experience with AIX or UNIX-based operating systems.
Working knowledge of or experience with distributed computer networks.
Working knowledge of or experience with SCADA systems.
Working knowledge of or experience with Energy Management Systems.
Working knowledge of or experience with Business Continuity systems.
Working knowledge of or experience with Disaster Recovery environments.
Working knowledge of or experience with incident and case-management processes.

Responsibilities

Monitor primary SCADA and ancillary EMS systems for health, performance, and availability.
Provide frontline diagnostics and problem resolution for EMS applications and computer systems.
Coordinate repair and troubleshooting activities with EMS personnel and other technical support groups.
Notify key customers about outages, incidents, and events affecting critical systems.
Track and document incidents and support cases through completion.
Follow established knowledge-based troubleshooting procedures.
Adhere to formal Change Management processes.
Support Business Continuity and Disaster Recovery systems.
Maintain compliance with electronic and physical access requirements.
Communicate operational issues clearly to customers, technical teams, coordinators, and management.
Prioritize incidents based on criticality and potential impact to the Bulk Power System.
Provide feedback regarding process improvements and recurring customer issues.
Maintain working relationships with transmission control center personnel and other key customers.