Support Technician II

Remprex LLC • Lisle, IL • 40min ago

Salary: $55,000 USD per year

Description

What You'll Do

The Level II Support Technician role requires an individual with expert technical skills to configure, maintain, and troubleshoot systems in support of the Automated Gate System (AGS) at intermodal terminals, maintained by REMPREX Information Technology (IT) Support. The Level II Support Technician is responsible for creating Trouble Tickets for issues that occur in AGS, resolving issues, and performing preventative maintenance to ensure the ongoing smooth operation of the system. The role requires strong communication skills to work with clients and interpret reported issues with AGS.

Responsibilities

Maintain a defined list of client sites in an operational state and report on the statuses of sites, site Trouble Tickets, and challenges the site incurs

Train Level I Support Technicians and Customer Service Representatives

Triage incoming support notifications and initiate resolutions based on urgency

Provide issue recognition through e-mail and phone alerts

Create Trouble Tickets in the Global Monitoring System (GMS)

Determine the operational impact and severity of reported issues

Resolve or escalate reported issues as needed

Provide excellent customer service to REMPREX clients and internal REMPREX employees

Maintain a courteous and professional manner while communicating solutions

Knowledgeably address all aspects of a client's issue

Sympathize with the client, ensuring them that the issue is important to REMPREX

Troubleshoot and resolve reported hardware and software issues

Properly complete IT Support recordkeeping forms such as GMS Trouble Tickets and Shift Updates

Properly complete reports such as scorecards and TRAC time reporting

Follow the IT Support escalation policy

Perform follow-up evaluations for resolved issues or issues that are being monitored

Perform preventative system maintenance to ensure peak operating performance

Proactively review open Trouble Tickets to resolve issues quickly

Complete proper shift change procedures

Perform general research of truck processing for clients

Manage vendors and dispatch contractors

Build knowledgebase

Location & Schedule

This role is based out of our corporate headquarters in Lisle, IL. and offers a hybrid work schedule. Hybrid work is only available once the new hire is fully trained and able to independently manage the on-call responsibilities. The schedule for this role is Monday-Friday 1:00 PM to 9:00 PM. There is also a required on-call rotation of one full calendar week per month. Being on-call for emergencies 24/7 for this week is required.

Training

Due to the nature of this shift, it is imperative for employees to train on both day shift and night operations. As such, the training schedule will be as follows:

2 weeks of night shift training: 5:00pm- 5:00am (on a rotating schedule which includes one weekend).

2 weeks of day training (or until fully comfortable): 7:00am- 3:30pm.

What You'll Need

Required:

Associate's Degree

3 years' experience working in a customer service environment

2+ years of experience in a help desk environment and/or current (CompTIA) A+ and Net+ certification

Solid understanding of network and systems protocol such as Transmission Control Protocol / Internet Protocol (TCP / IP), Dynamic Host Configuration Protocol (DHCP), domain name system (DNS), and Voice Over Internet Protocol (VoIP)

Working knowledge of the following Microsoft ® Windows ® platforms:

Server 2003

Server 2008

Server 2012

Windows XP

Windows 7

Basic comprehension of the following Microsoft ® Windows ® services:

Active Directory

Internet Information Services (IIS)

SQL Server ®

Domain Name Server (DNS)

Security Components

Experience with Microsoft ® Office ® Suite

Strong communication skills, both written and verbal

Ability to work as part of a team

Ability to work under pressure in a fast-paced environment

Valid Driver's License with a clean Motor Vehicle Record (MVR)

Ability to pass and maintain certifications or proficiencies in the following areas:

eRAILSAFE Certification

Permanent Employee Registration Card (PERC), applies to Illinois (IL) only

EMPREX and Client Safety Rules and Regulations

Preferred:

Basic understanding of Linux ® and Cisco ®

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

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