Technical Support Specialist 3

Position Overview

BLOC Resources is seeking an experienced Technical Support Specialist 3 to support Energy Management Systems (EMS) operations in a high-availability, mission-critical environment. This role serves as a frontline support resource within a 24/7/365 operations team, providing real-time system monitoring, incident response, and technical troubleshooting for critical infrastructure systems.

The ideal candidate will have a strong background in IT support or helpdesk operations, excellent problem-solving skills, and the ability to work effectively in a fast-paced, high-pressure environment supporting bulk power system operations.

Key Responsibilities

Technical Support & Incident Management

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

- Log, track, and manage incidents through resolution, ensuring accurate documentation and timely updates

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

- Provide remote diagnostics and resolution for system, application, and network-related issues

System Monitoring & Operations

- Monitor SCADA systems and associated applications to ensure system health, availability, and performance

- Identify, troubleshoot, and coordinate resolution of system issues with EMS personnel and internal teams

- Support Business Continuity and Disaster Recovery systems and processes

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

Customer Support & Communication

- Act as a communication bridge between customers, technical teams, and management

- Deliver exceptional customer service while managing high-priority and time-sensitive issues

- Provide timely updates and status reports to stakeholders during incidents

Process Improvement & Compliance

- Follow established change management processes and operational procedures

- Ensure compliance with Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other regulatory requirements

- Contribute feedback and recommendations for continuous process improvement

- Maintain strict adherence to security, access control, and operational policies

Required Qualifications

Education & Experience

- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience)

- 5–10 years of experience in technical support, helpdesk, or IT operations environments

- Experience working in a 24/7 operational or mission-critical environment preferred

Technical Skills & Knowledge

- Experience with ticketing systems and incident management processes

- Working knowledge of:

- Windows-based operating systems

- UNIX/AIX environments (preferred)

- Distributed systems and network infrastructure

- Familiarity with SCADA systems or energy/utility environments is a plus

- Understanding of ITIL practices, change management, and operational procedures

Core Competencies

Problem Solving & Analytical Thinking

- Strong troubleshooting skills with the ability to quickly diagnose and resolve technical issues

- Ability to prioritize incidents based on operational impact and urgency

Communication & Interpersonal Skills

- Excellent verbal and written communication skills

- Ability to collaborate effectively with cross-functional teams and stakeholders

Customer Focus

- Strong commitment to delivering high-quality customer service

- Ability to remain professional and composed in high-pressure situations

Organization & Multitasking

- Ability to manage multiple incidents and tasks simultaneously

- Strong attention to detail and documentation practices

Work Environment & Schedule

- 24/7/365 operational environment with rotating shifts

- Shifts may include nights, weekends, and holidays

- Shift lengths may vary (8–12 hours)

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

- Fast-paced, high-availability environment supporting critical infrastructure systems

Additional Requirements

- Must comply with Federal Energy Regulatory Commission (FERC) Standards of Conduct

- Must adhere to Southern Company Insider Threat Program requirements

- Ability to pass enhanced background screening and drug testing

- Must follow all company security and separation protocols

Job Title: Technical Support Specialist 3

Location: 600 18th Street N, Birmingham, AL 35203 Pay Rate: $38.00 – $40.00 per hour

Position Overview

BLOC Resources is seeking an experienced Technical Support Specialist 3 to support Energy Management Systems (EMS) operations in a high-availability, mission-critical environment. This role serves as a frontline support resource within a 24/7/365 operations team, providing real-time system monitoring, incident response, and technical troubleshooting for critical infrastructure systems.

The ideal candidate will have a strong background in IT support or helpdesk operations, excellent problem-solving skills, and the ability to work effectively in a fast-paced, high-pressure environment supporting bulk power system operations.

Key Responsibilities

Technical Support & Incident Management

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

- Log, track, and manage incidents through resolution, ensuring accurate documentation and timely updates

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

- Provide remote diagnostics and resolution for system, application, and network-related issues

System Monitoring & Operations

- Monitor SCADA systems and associated applications to ensure system health, availability, and performance

- Identify, troubleshoot, and coordinate resolution of system issues with EMS personnel and internal teams

- Support Business Continuity and Disaster Recovery systems and processes

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

Customer Support & Communication

- Act as a communication bridge between customers, technical teams, and management

- Deliver exceptional customer service while managing high-priority and time-sensitive issues

- Provide timely updates and status reports to stakeholders during incidents

Process Improvement & Compliance

- Follow established change management processes and operational procedures

- Ensure compliance with Critical Infrastructure Protection (CIP), Sarbanes-Oxley, and other regulatory requirements

- Contribute feedback and recommendations for continuous process improvement

- Maintain strict adherence to security, access control, and operational policies

Required Qualifications

Education & Experience

- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience)

- 5–10 years of experience in technical support, helpdesk, or IT operations environments

- Experience working in a 24/7 operational or mission-critical environment preferred

Technical Skills & Knowledge

- Experience with ticketing systems and incident management processes

- Working knowledge of:

- Windows-based operating systems

- UNIX/AIX environments (preferred)

- Distributed systems and network infrastructure

- Familiarity with SCADA systems or energy/utility environments is a plus

- Understanding of ITIL practices, change management, and operational procedures

Core Competencies

Problem Solving & Analytical Thinking

- Strong troubleshooting skills with the ability to quickly diagnose and resolve technical issues

- Ability to prioritize incidents based on operational impact and urgency

Communication & Interpersonal Skills

- Excellent verbal and written communication skills

- Ability to collaborate effectively with cross-functional teams and stakeholders

Customer Focus

- Strong commitment to delivering high-quality customer service

- Ability to remain professional and composed in high-pressure situations

Organization & Multitasking

- Ability to manage multiple incidents and tasks simultaneously

- Strong attention to detail and documentation practices

Work Environment & Schedule

- 24/7/365 operational environment with rotating shifts

- Shifts may include nights, weekends, and holidays

- Shift lengths may vary (8–12 hours)

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

- Fast-paced, high-availability environment supporting critical infrastructure systems

Additional Requirements

- Must comply with Federal Energy Regulatory Commission (FERC) Standards of Conduct

- Must adhere to Southern Company Insider Threat Program requirements

- Ability to pass enhanced background screening and drug testing

- Must follow all company security and separation protocols

Compensation & Benefits

- Hourly Pay Rate: $38.00 – $40.00 per hour

- Competitive compensation structure

- Access to BLOC Resources contractor support services

- Opportunity to gain experience in a critical infrastructure and energy environment

- Potential for contract extension based on performance and business needs

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.