Technical Support Specialist Level 1,2& 3

4P Consulting Inc.; Birmingham (AL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading consulting firm in Birmingham, Alabama is seeking a Technical Support Specialist for energy management systems. The role involves monitoring systems, providing technical support, and ensuring compliance with regulations. Ideal candidates will have strong interpersonal skills, critical thinking abilities, and the flexibility to work rotating shifts, including weekends and holidays.

Qualifications

• Must meet compliance requirements for CIP and Sarbanes-Oxley.
• Ability to work rotating shifts, including nights and weekends.
• Experience in providing technical support for computer systems.

Responsibilities

• Monitor SCADA and systems daily for health and availability.
• Provide front-line problem resolution and coordinate repairs.
• Notify customers of system outages and events.

Skills

Excellent interpersonal skills

Strong critical thinking

Exceptional customer service skills

Ability to multitask effectively

Proficiency in Change Management processes

Strong relationship-building skills

Education

Formal education in Computer Science or related IT field

Tools

Windows-based operating systems

AIX or UNIX-based operating systems

Distributed computer networks

Job description

Technical Support Specialist (Energy Management Systems)
Location: Birmingham, Alabama

Position Summary

This position is part of a contracted 24x7x365 staff responsible for frontline computer systems and application diagnostics and support. It also serves as the primary communications channel between the customer, support personnel, and management.

Education & Experience Requirements

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

Knowledge, Skills & Abilities

• Excellent interpersonal skills with the ability to communicate effectively in both oral and written formats.
• Strong ability to work in a team-oriented and sometimes high-pressure environment with professionals such as coordinators, transmission control center personnel, and management.
• Exceptional customer service skills.
• Ability to meet compliance requirements for Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulations.
• Strong multitasking and prioritization skills based on criticality and operational impact on the Bulk Power system.
• Proficiency in following and applying Change Management processes and knowledge-based procedures.
• Preferred Knowledge:
  • Windows-based operating systems.
  • AIX or other UNIX-based operating systems.
  • Distributed computer networks (a plus).
• Ability to build and maintain strong relationships with key customers.
• Willingness to work nights, weekends, and holidays as part of a rotating shift.
• Strong critical thinking and problem-solving abilities.

Job Responsibilities

• Monitor the primary SCADA and ancillary systems daily for health and availability.
• Provide front-line problem resolution and coordinate repairs with EMS Department personnel or other company personnel.
• Notify key customers to coordinate system outages and events affecting critical systems.
• Provide feedback to the Team Lead and Supervisor on process improvements and customer experience.
• Track and document cases thoroughly until resolution with the assistance of EMS Department personnel.
• Adhere to all electronic and physical access policies.
• Support and monitor Business Continuity and Disaster Recovery systems on a daily basis.

Other Requirements

• Must understand and sign the Federal Energy Regulatory Commission Standard of Conduct.
• Adherence to Separation Protocol is required.
• Must pass all requirements for the Southern Company Insider Threat Program.
• Enhanced screening (including background check, drug screening, and psychological assessment) is required.
• May be sequestered locally to the control center as part of essential personnel requirements during severe weather conditions.
• Shift Work:
  • Operating shifts are 8 or 12 hours long, rotating between day and night shifts.