What are the responsibilities and job description for the Technical Support Specialist (Energy Management Systems) position at 4pconsultinginc?
Job Description
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 .
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