Technical Support Specialist

Critical Support Role

This role is part of a 24/7/365 team that provides critical support for computer systems and applications, offering diagnostic services and acting as the main communication link between customers, support staff, and management. The team ensures smooth operations and rapid resolution of technical issues, especially in high-pressure situations.

Education & Experience Requirements

• A formal education in Computer Science or a related IT field, or equivalent professional experience, is required.

Knowledge, Skills & Abilities

• Excellent interpersonal skills with the ability to communicate effectively, both orally and in writing. You will work closely with coordinators, transmission control center personnel, and management, often in a collaborative and high-stress environment.
• Strong customer service skills with a focus on delivering quality support.
• Knowledge of regulatory compliance requirements, including Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal standards.
• Capable of multitasking and prioritizing tasks based on urgency and the operational impact on the Bulk Power System.
• Ability to follow and apply Change Management processes and established procedures accurately.
• Familiarity with Windows-based operating systems is preferred.
• Experience with AIX or other UNIX-based operating systems is advantageous.
• Knowledge of distributed computer networks is a plus.
• Strong relationship-building skills, particularly with key customers.
• Flexibility to work nights, weekends, and holidays as part of a rotating shift schedule.
• Critical thinking and problem-solving abilities are essential.

Key Responsibilities

• Monitor the health and availability of primary SCADA and related systems on a daily basis.
• Provide front-line problem resolution and coordinate repairs with EMS Department staff and/or other personnel.
• Notify key customers about system outages or events that may impact other critical systems.
• Offer feedback to the Team Lead and Supervisor for continuous process improvement and to enhance customer satisfaction.
• Track and document all cases to completion in collaboration with EMS Department staff.
• Comply with electronic and physical access policies.
• Provide ongoing support for Business Continuity and Disaster Recovery systems.

Additional Requirements

• Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct.
• Adhere to Separation Protocols as part of company policy.
• Must meet all requirements outlined by the Southern Company Insider Threat Program.
• Successful candidates will undergo enhanced screening, including background checks, drug screening, and psychological assessment.
• This position may require on-site presence at the control center during severe weather events, as part of essential personnel requirements.
• This position involves shift work, with rotating 8- or 12-hour shifts that may include day and night hours.