4P Consulting Inc.
Technical Support Specialist II 4P/493
4P Consulting Inc., Birmingham, Alabama, United States, 35275
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
Position Summary 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)
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Client : Southern Company Services
Contract : 3 Years
Position Summary 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)
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