Technical Support Specialist ; Energy Management Systems

Technical Support Specialist 3 (Energy Management Systems)

Summary of Position Duties

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.

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 oral and written manner.
• Work with other professionals such as coordinators, operating company transmission control center personnel and management in a team‑oriented and sometimes stressful environment.
• Excellent customer service skills.
• Meet Critical Infrastructure Protection (CIP), Sarbanes‑Oxley and other federal regulatory compliance requirements.
• Multitask and prioritize tasks based on criticality and operational impact to the Bulk Power system.
• Follow and properly apply both Change Management processes and knowledge‑based procedures.
• 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.
• Build and maintain relationships with key customers.
• Work nights, weekends, and holidays as a part of rotating shift.
• Critical thinking and problem‑solving abilities.

• 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 coordination of system outages and events that may impact other critical systems.
• Provide input to the Team Lead and 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.

• Federal Energy Regulatory Commission Standard of Conduct must be understood and signed.
• Must adhere to Separation Protocol.
• Must pass all requirements required by the Southern Company Insider Threat Program.
• Enhanced screening (including background, drug screen, and psychological assessment) is required if selected.
• Position may be sequestered local to control center as part of essential personnel requirements during severe inclement weather situations.
• Position requires shift work. Operating shifts are 8 or 12 hours long and rotate between night and day shifts.