Job Description

Technical Support Specialist II

Experience Level: 3–5 Years
Work Schedule: 24x7x365 Rotating Shifts (8- or 12-hour shifts, days/nights/weekends/holidays)

Client- Southern Company Services

Contract- 3 Years

We 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 Responsibilities

Incident & Customer Support

• Serve as the first point of contact for inbound IT incidents via phone, email, and web forms

• Log, track, and manage incidents through resolution using a ticketing system

• Resolve Level 1 issues remotely or escalate appropriately to higher-level support teams

• Provide continuous communication to customers, support personnel, and management

Systems Monitoring & Operations

• Monitor primary SCADA and ancillary systems for availability and system health

• Perform frontline troubleshooting and coordinate repairs with EMS and other internal teams

• Monitor and support Business Continuity and Disaster Recovery systems

• Notify key stakeholders of outages or events impacting critical systems

Documentation & Compliance

• Accurately document incidents and resolutions through case closure

• Adhere to Change Management, knowledge-based procedures, and access control policies

• Comply with CIP, SOX, FERC, and other federal regulatory requirements

• Support continuous improvement through feedback to Team Leads and Supervisors

Education & Experience Requirements

• Formal education in Computer Science, Information Technology, or related field
  OR equivalent hands-on experience

• 3–5 years of experience in an IT Help Desk or Technical Support role preferred

Required Knowledge, Skills & Abilities

• Excellent verbal and written communication skills

• Strong customer service mindset and interpersonal skills

• Ability to multitask and prioritize incidents based on operational criticality

• Strong critical-thinking and problem-solving abilities

• Ability to follow structured procedures in a regulated environment

• Ability to build and maintain relationships with internal and external customers

• Willingness to work rotating shifts, including nights, weekends, and holidays

Technical Skills (Preferred)

• Working knowledge of Windows-based operating systems

• Working knowledge of AIX or UNIX-based operating systems

• Understanding of distributed computer networks

• Familiarity with IT ticketing systems and incident management tools

Additional Requirements

• Must understand and sign FERC Standard of Conduct

• Must adhere to Separation Protocols

• Must meet requirements of the Southern Company Insider Threat Program

• Must pass enhanced screening, including:

  • Background check

  • Drug screening

  • Psychological assessment

• May be required to remain sequestered near the control center during severe weather events

• Shift work required (8- or 12-hour rotating shifts)