Technical Support Specialist III – Energy Management Systems (EMS)Location: Birmingham, Alabama Schedule: 24x7x365 Rotating Shifts (8 or 12-hour shifts, including nights, weekends, and holidays) Contract- 3 Years Client- Southern Company ServicesPosition OverviewThe Technical Support Specialist III (Energy Management Systems) serves as a frontline support resource within a 24/7/365 operations environment. This role acts as a single point of contact for inbound IT incidents, managing issue resolution from intake through completion. The position provides computer systems and application diagnostics and support, monitors SCADA and EMS systems, and serves as the primary communications channel between customers, support personnel, and management.
This is a mission-critical role supporting Bulk Power operations and requires strong technical troubleshooting skills, regulatory awareness, and the ability to perform effectively in high-pressure environments.Key ResponsibilitiesIncident & Helpdesk ManagementServe as primary point of contact for inbound IT incidents (phone, email, web).Log and track incidents in a ticketing system.Resolve Level 1 issues or escalate to appropriate support teams.Troubleshoot and resolve issues remotely whenever possible.Document cases thoroughly through resolution.SCADA & EMS MonitoringMonitor primary SCADA and ancillary systems for health and availability.Coordinate repairs with EMS department personnel and other company teams.Notify key stakeholders of outages or events impacting critical systems.Support Business Continuity and Disaster Recovery systems.Compliance & Process AdherenceAdhere to Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other federal regulatory compliance requirements.Follow Change Management processes and knowledge-based procedures.Comply with electronic and physical access policies.Understand and adhere to FERC Standards of Conduct and Southern Company protocols.Customer & Team CollaborationCommunicate effectively with transmission control center personnel, coordinators, and management.Provide input on process improvements and customer feedback.Build and maintain strong relationships with key customers.Education & Experience RequirementsFormal education in Computer Science, IT, or related field OR equivalent hands-on experience.5–10 years of technical support or IT helpdesk experience preferred.Prior helpdesk experience in an IT capacity strongly preferred.Technical Knowledge & SkillsWorking knowledge of Windows operating systemsWorking knowledge of AIX or UNIX-based systemsFamiliarity with distributed computer networksExperience in ticketing systems and incident trackingStrong troubleshooting and diagnostic skillsUnderstanding of SCADA/EMS environments preferredCore CompetenciesStrong customer service orientationAbility to multitask and prioritize based on operational criticalityCritical thinking and problem-solving abilitiesAbility to work effectively in stressful, high-impact environmentsExcellent verbal and written communication skillsAbility to work independently and in a team settingAdditional RequirementsMust pass enhanced background screening and drug testing.Must comply with Insider Threat Program requirements.May be required to remain onsite during severe weather events.Must be able to work rotating shifts (days/nights/holidays/weekends).