Technical Support Specialist 2

Position Overview

BLOC Resources is seeking a dedicated and customer-focused Technical Support Specialist 2 to join a high-performing Energy Management Systems (EMS) support team. This role serves as a frontline support resource responsible for monitoring, diagnosing, and resolving technical issues across critical systems that support power grid operations.

As part of a 24/7/365 operations environment, this position acts as the primary communication link between customers, technical teams, and leadership—ensuring timely resolution of incidents and maintaining the reliability of mission-critical infrastructure.

The ideal candidate brings strong troubleshooting skills, the ability to work under pressure, and a commitment to operational excellence in a fast-paced, highly regulated environment.

Key Responsibilities

Technical Support & Incident Management

- Serve as the primary point of contact for inbound IT incidents via phone, email, and web-based systems

- Log, track, and manage all incidents through a ticketing system to resolution

- Perform Level 1 troubleshooting and escalate issues as needed to appropriate support teams

- Provide real-time monitoring of SCADA and ancillary systems to ensure system health and availability

- Coordinate issue resolution with EMS personnel and other internal teams

System Monitoring & Operations

- Monitor critical infrastructure systems and applications to identify performance issues or outages

- Support Business Continuity and Disaster Recovery systems to ensure operational readiness

- Notify key stakeholders of system outages, incidents, or events impacting operations

- Assist in maintaining system uptime and reliability in support of the Bulk Power System

Documentation & Compliance

- Accurately document all incidents, troubleshooting steps, and resolutions within the ticketing system

- Follow established change management processes and knowledge-based procedures

- Ensure adherence to all Electronic and Physical Access policies

- Maintain compliance with regulatory requirements including:

- Critical Infrastructure Protection (CIP)

- Sarbanes-Oxley (SOX)

- Federal Energy Regulatory Commission (FERC) standards

Customer Support & Communication

- Deliver exceptional customer service while supporting internal and external stakeholders

- Communicate clearly and effectively with technical teams, operations personnel, and leadership

- Provide timely updates on incident status and resolution progress

- Build and maintain strong working relationships with key customers and stakeholders

Continuous Improvement

- Provide feedback to Team Leads and Supervisors on process improvements

- Contribute to knowledge base documentation and best practices

- Support ongoing efforts to enhance system performance and customer satisfaction

Required Qualifications

Education

- Bachelor’s degree in Computer Science, Information Technology, or related field OR

- Equivalent combination of education and relevant work experience

Experience

- 2–5 years of experience in a technical support, help desk, or IT operations role preferred

- Experience in a 24/7 support environment is highly desirable

Required Skills & Competencies

Technical Skills

- Working knowledge of Windows-based operating systems

- Basic understanding of UNIX/AIX systems (preferred)

- Familiarity with distributed computer networks and system monitoring tools

- Experience with ticketing systems and incident management processes

- Understanding of SCADA systems or energy management systems is a plus

Analytical & Problem-Solving

- Strong troubleshooting and diagnostic skills

- Ability to assess issues quickly and determine appropriate resolution paths

- Ability to prioritize tasks based on urgency and operational impact

Communication & Interpersonal Skills

- Excellent verbal and written communication skills

- Strong customer service orientation

- Ability to work effectively in high-pressure, team-oriented environments

Organizational & Operational Skills

- Ability to multitask and manage competing priorities

- Strong attention to detail and documentation accuracy

- Ability to follow structured processes and procedures

Behavioral Attributes

- Self-motivated with a strong sense of accountability and ownership

- High attention to detail, accuracy, and follow-through

- Ability to exercise independent judgment within established guidelines

- Commitment to continuous learning and professional development

- Ability to thrive in a structured, compliance-driven environment

Work Environment & Additional Requirements

- 24/7/365 operational environment requiring shift work (days, nights, weekends, holidays)

- May be required to remain onsite during severe weather or emergency situations

- Must pass background check, drug screening, and enhanced security screening

- Participation in Insider Threat Program required

- Must adhere to Southern Company separation and compliance protocols

Job Title: Technical Support Specialist 2

Location: 600 18th Street N, Birmingham, AL 35203 Pay Rate / Range: $32.00 – $35.00 per hour Contract Duration: 12 Months (with potential for extension) Work Schedule: Rotating shift schedule (8–12 hour shifts), including nights, weekends, and holidays as part of a 24/7/365 operation

Position Overview

BLOC Resources is seeking a dedicated and customer-focused Technical Support Specialist 2 to join a high-performing Energy Management Systems (EMS) support team. This role serves as a frontline support resource responsible for monitoring, diagnosing, and resolving technical issues across critical systems that support power grid operations.

As part of a 24/7/365 operations environment, this position acts as the primary communication link between customers, technical teams, and leadership—ensuring timely resolution of incidents and maintaining the reliability of mission-critical infrastructure.

The ideal candidate brings strong troubleshooting skills, the ability to work under pressure, and a commitment to operational excellence in a fast-paced, highly regulated environment.

Key Responsibilities

Technical Support & Incident Management

- Serve as the primary point of contact for inbound IT incidents via phone, email, and web-based systems

- Log, track, and manage all incidents through a ticketing system to resolution

- Perform Level 1 troubleshooting and escalate issues as needed to appropriate support teams

- Provide real-time monitoring of SCADA and ancillary systems to ensure system health and availability

- Coordinate issue resolution with EMS personnel and other internal teams

System Monitoring & Operations

- Monitor critical infrastructure systems and applications to identify performance issues or outages

- Support Business Continuity and Disaster Recovery systems to ensure operational readiness

- Notify key stakeholders of system outages, incidents, or events impacting operations

- Assist in maintaining system uptime and reliability in support of the Bulk Power System

Documentation & Compliance

- Accurately document all incidents, troubleshooting steps, and resolutions within the ticketing system

- Follow established change management processes and knowledge-based procedures

- Ensure adherence to all Electronic and Physical Access policies

- Maintain compliance with regulatory requirements including:

- Critical Infrastructure Protection (CIP)

- Sarbanes-Oxley (SOX)

- Federal Energy Regulatory Commission (FERC) standards

Customer Support & Communication

- Deliver exceptional customer service while supporting internal and external stakeholders

- Communicate clearly and effectively with technical teams, operations personnel, and leadership

- Provide timely updates on incident status and resolution progress

- Build and maintain strong working relationships with key customers and stakeholders

Continuous Improvement

- Provide feedback to Team Leads and Supervisors on process improvements

- Contribute to knowledge base documentation and best practices

- Support ongoing efforts to enhance system performance and customer satisfaction

Required Qualifications

Education

- Bachelor’s degree in Computer Science, Information Technology, or related field OR

- Equivalent combination of education and relevant work experience

Experience

- 2–5 years of experience in a technical support, help desk, or IT operations role preferred

- Experience in a 24/7 support environment is highly desirable

Required Skills & Competencies

Technical Skills

- Working knowledge of Windows-based operating systems

- Basic understanding of UNIX/AIX systems (preferred)

- Familiarity with distributed computer networks and system monitoring tools

- Experience with ticketing systems and incident management processes

- Understanding of SCADA systems or energy management systems is a plus

Analytical & Problem-Solving

- Strong troubleshooting and diagnostic skills

- Ability to assess issues quickly and determine appropriate resolution paths

- Ability to prioritize tasks based on urgency and operational impact

Communication & Interpersonal Skills

- Excellent verbal and written communication skills

- Strong customer service orientation

- Ability to work effectively in high-pressure, team-oriented environments

Organizational & Operational Skills

- Ability to multitask and manage competing priorities

- Strong attention to detail and documentation accuracy

- Ability to follow structured processes and procedures

Behavioral Attributes

- Self-motivated with a strong sense of accountability and ownership

- High attention to detail, accuracy, and follow-through

- Ability to exercise independent judgment within established guidelines

- Commitment to continuous learning and professional development

- Ability to thrive in a structured, compliance-driven environment

Work Environment & Additional Requirements

- 24/7/365 operational environment requiring shift work (days, nights, weekends, holidays)

- May be required to remain onsite during severe weather or emergency situations

- Must pass background check, drug screening, and enhanced security screening

- Participation in Insider Threat Program required

- Must adhere to Southern Company separation and compliance protocols

Compensation & Benefits

- Competitive hourly pay: $32.00 – $35.00 per hour

- Access to BLOC Resources contractor support services

- Exposure to critical infrastructure and energy systems

- Opportunities for career growth and long-term placement

About BLOC Resources

Bloc Resources is a leading workforce solutions provider specializing in engineering, energy, and technical staffing. We connect experienced professionals with impactful infrastructure and energy projects while providing career support and long-term growth opportunities.