Technical Support Specialist

Artech

Job Title: Technical Support Specialist
Location: Birmingham, AL
Duration: 3+ years
Provide frontline technical support, monitoring, diagnostics, and incident coordination for Energy Management Systems (EMS), SCADA, and critical power-system applications . Serve as the primary communication point between customers, support teams, EMS personnel, and management.

Key Responsibilities

Monitor SCADA, EMS, and ancillary systems for health, performance, and availability.
Troubleshoot and resolve frontline computer system and application issues .
Coordinate repairs, incidents, outages, and system events with EMS and other technical teams.
Communicate system outages and operational impacts to key customers and stakeholders.
Track, document, and manage support cases through resolution.
Monitor and support Business Continuity and Disaster Recovery (BC/DR) systems.
Follow Change Management, knowledge-based procedures, access-control, and security policies .
Identify process improvements and provide customer feedback to management.
Prioritize incidents based on criticality and operational impact to the Bulk Power System .

Required / Preferred Skills

Degree in Computer Science, Information Technology, or related field , or equivalent experience.
Strong technical troubleshooting, critical thinking, problem-solving, and customer service skills.
Excellent written and verbal communication and ability to work effectively in a high-pressure, team-oriented environment.
Working knowledge of Windows operating systems .
Working knowledge of AIX/UNIX preferred.
Knowledge of distributed computer networks preferred.
Ability to multitask, prioritize critical incidents, and maintain customer relationships.
Ability to work rotating 8- or 12-hour shifts , including nights, weekends, and holidays.

Compliance & Security

Ability to comply with NERC/CIP (Critical Infrastructure Protection), FERC, Sarbanes-Oxley (SOX), Change Management, and security/access-control requirements .
Must adhere to company separation protocols and insider-threat/security requirements.
Enhanced background/drug screening required.
May be required to remain local/sequestered at the control center during severe weather or emergency events.

Apply

Vacancy posted 7 hours ago

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