Job Description

Overview:

Technical Support Representatives are our first line of defense and provide monitoring, support, and resolution of issues in the company both internal and external. This isn't your normal help desk where you are fighting fires, but a proactive team that is obsessed with ensuring that systems across the nation are up and running perfectly. This team operates around the clock and works closely with teams across the company to resolve complicated challenges as it relates to software and hardware. This position will respond to and support customer issues as they arise. This position will be customer facing and will perform L1 phone/email/chat support. The role will also perform Liaison and escalation duties to the L2 staff of System Administrators, Roadside Administrators, and DBAs. The role will require an individual that possesses the unique blend of customer orientation, technical acumen, and process discipline. As a level II technician the candidate is responsible for escalations and communications as appropriate. Candidates must have strong work ethic and possess the ability to work with minimal supervision.
Responsibilities:

Essential Functions

Responsible for active monitoring of production systems. Will verify and communicate status of daily/nightly monitoring tasks. Actively monitors phone/email/chat for inbound requests, alerts, and questions. Will conduct response, tracking, triage, escalation, and coordination for incidents, problems, changes, and requests reported by customers and Vendors in the Tolling Industry. Will ensure that response activities meet all required Key Performance Indicators (KPI) as required per customer contractual requirements. Will support the preparation of performance statistics and reports. Will administer user accounts, per provisioning guidelines and standards, in Active Directory, 3rd party tools, as well as internal applications. Troubleshoot and resolve routine user issues using both experience and runbooks. Provide feedback regarding support knowledge base and documentation to creator. Create/maintain secondary support documentation for tips/FAQs/work arounds. Demonstrate regular and predictable attendance for assigned shift.



Qualifications:

Required Education and Experience

Highschool Diploma or equivalent required 2 or more years working in a Support Services/Help Desk environment Experience with several help desk tools and access control systems. ServiceNow experience a plus. Able to participate in 24/7 on-call rotations

Competencies

(knowledge, skills, and abilities the person needs to do the job)Ability to learn how to triage and understand highly technical software and hardware problems Excellent verbal communication and written email skills. Willingness to go the extra mile to support the customer. Very well organized and possesses the ability to prioritize and coordinate multiple tracks concurrently Can provide technical assistance and support for all incoming queries and issues related to computer systems, software, (IVR) and hardware based on established runbooks and training

Work Environment

(outside, indoors, noise level, lighting, or other work conditions)Work will primarily be performed in general office environment.

Physical Demands

(like bending, sitting, kneeling, lifting, driving etc.)The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. This position requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Benefits:

We offer a Total Rewards plan designed with you and your family's health and wellness in mind that includes:

Paid days off (i.e. vacation, sick days, bereavement leave) Health and Dental plans Retirement plans Employee and Family Assistance Program (EFAP) Employee referral program


We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws. We're committed to creating a workplace where everyone feels valued and respected.

We appreciate all responses and will acknowledge only those being considered for an interview.


We respectfully request no calls or unsolicited resumes from Agencies.