Technical Support Specialist 2

Below•Birmingham, AL

13h•Onsite

About The Position

This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel, and management. The role involves day-to-day monitoring of primary SCADA and ancillary systems for health and availability, front-line problem resolution, and coordination of repairs with EMS Department Personnel and/or other company personnel. It also includes notifying key customers about system outages and events that may impact other critical systems, providing input to the Supervisor on continual process improvement and customer feedback, and thoroughly tracking and documenting cases to completion. Adherence to all Electronic and Physical access policies, as well as monitoring and support of Business Continuity and Disaster Recovery systems, are also key responsibilities. Federal Energy Regulatory Commission Standards of Conduct must be understood and signed. The successful candidate must adhere to Southern Company Separation Protocol and pass all requirements of the Southern Company Insider Threat Program. Enhanced screening (background, drug screen, etc.) is required. This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations. This position requires shift work, with operating shifts being 8 or 12 hours long and rotating between night and day shifts, including holidays and weekends.

Requirements

Formal education in Computer Science or related IT field or equivalent experience is required.
Excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner.
Ability to work with other professionals such as coordinators, operating company transmission control center personnel, and management in a team-oriented and sometimes stressful environment.
Ability to apply excellent customer service skills.
Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulatory compliance requirements.
Ability to multitask and prioritize tasks based on criticality and operational impact to the Bulk Power system.
Ability to follow and properly apply both Change Management processes and knowledge-based procedures.
Ability to build and maintain relationships with key customers.
Ability to work nights, weekends, and holidays as a part of rotating shift.
Critical thinking/Problem solving abilities.
Must understand and sign Federal Energy Regulatory Commission Standards of Conduct.
Must adhere to Southern Company Separation Protocol.
Must pass all requirements required by the Southern Company Insider Threat Program.
Enhanced screening (background, drug screen, etc.) is required if you are selected.
This position may be sequestered local to the control center as part of essential personnel requirements during severe inclement weather situations.

Nice To Haves

Working knowledge of Windows based operating systems preferred.
Working knowledge of AIX or other UNIX based operating systems preferred.
Working knowledge of distributed computer networks is a plus.

Responsibilities

Day to day monitoring of the primary SCADA and ancillary systems for health and availability.
Front line problem resolution and coordination of repairs with EMS Department Personnel and/or other company personnel.
Notification to key customers for the coordination of system outages and events that may impact other critical systems.
Provide input to the Supervisor on continual process improvement and customer feedback.
Thoroughly track and document cases to completion with the help of EMS Department personnel.
Adhere to all Electronic and Physical access policies.
Day to day monitoring and support of Business Continuity and Disaster Recovery systems.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume