Technical Support Specialist IIExperience Level: 3–5 YearsWork Schedule: 24x7x365 Rotating Shifts (8- or 12-hour shifts, days/nights/weekends/holidays)Client- Southern Company ServicesContract- 3 YearsPosition SummaryWe are seeking a Technical Support Specialist II to serve as a single point of contact for inbound IT incidents in a mission-critical environment. This role is part of a 24x7x365 contracted support team providing frontline system and application diagnostics, incident resolution, and customer communication.The successful candidate will log and track all incidents in a ticketing system, resolve issues at Level 1, or escalate incidents as needed until full resolution. This position requires strong technical troubleshooting skills, excellent customer service, and the ability to operate effectively in a high-pressure, regulated environment supporting Bulk Power System operations.Key ResponsibilitiesIncident & Customer SupportServe as the first point of contact for inbound IT incidents via phone, email, and web formsLog, track, and manage incidents through resolution using a ticketing systemResolve Level 1 issues remotely or escalate appropriately to higher-level support teamsProvide continuous communication to customers, support personnel, and managementSystems Monitoring & OperationsMonitor primary SCADA and ancillary systems for availability and system healthPerform frontline troubleshooting and coordinate repairs with EMS and other internal teamsMonitor and support Business Continuity and Disaster Recovery systemsNotify key stakeholders of outages or events impacting critical systemsDocumentation & ComplianceAccurately document incidents and resolutions through case closureAdhere to Change Management, knowledge-based procedures, and access control policiesComply with CIP, SOX, FERC, and other federal regulatory requirementsSupport continuous improvement through feedback to Team Leads and SupervisorsEducation & Experience RequirementsFormal education in Computer Science, Information Technology or related field OR equivalent hands-on experience3–5 years of experience in an IT Help Desk or Technical Support role preferredRequired Knowledge, Skills & AbilitiesExcellent verbal and written communication skillsStrong customer service mindset and interpersonal skillsAbility to multitask and prioritize incidents based on operational criticalityStrong critical-thinking and problem-solving abilitiesAbility to follow structured procedures in a regulated environmentAbility to build and maintain relationships with internal and external customersWillingness to work rotating shifts, including nights, weekends, and holidaysTechnical Skills (Preferred)Working knowledge of Windows-based operating systemsWorking knowledge of AIX or UNIX-based operating systemsUnderstanding of distributed computer networksFamiliarity with IT ticketing systems and incident management toolsAdditional RequirementsMust understand and sign FERC Standard of ConductMust adhere to Separation ProtocolsMust meet requirements of the Southern Company Insider Threat ProgramMust pass enhanced screening, including: background check, drug screening, psychological assessmentMay be required to remain sequestered near the control center during severe weather eventsShift work required (8- or 12-hour rotating shifts)