Operations Support Specialist

About the role

Provide operational and technical support for tolling technology, lane controller systems, and intelligent transportation systems products nationwide. Work closely with field technicians, system administrators, IT teams, and customers to ensure the highest level of system availability and customer satisfaction.

Responsibilities

• Provide front-line technical support to internal and external customers via multiple communication channels.
• Handle incoming customer calls, incidents, and support requests; manage service level agreements (SLAs) through ServiceNow.
• Communicate incident updates, outages, and resolutions to stakeholders.
• Troubleshoot hardware, software, and system issues using documented procedures and knowledge base materials; escalate complex issues as needed.
• Monitor system hardware, software, and operational dashboards to ensure system availability and efficiency.
• Support lane controller systems operating on Linux platforms and ensure proper data flow between lane controllers, Accounting systems, and Violation Enforcement systems.
• Support intelligent transportation systems equipment and tolling technologies.
• Assist with the installation, testing, and validation of new hardware and software deployments.
• Triage and prioritize incidents based on severity and customer impact; document incidents, troubleshooting steps, and resolutions.
• Prepare SLA and operational performance reports; update and maintain support documentation and knowledge base articles.
• Participate in a 24/7/365 on-call and operational support rotation, including weekends, holidays, and emergency situations.
• Assist with training and mentoring newer team members; share operational knowledge and best practices.
• Provide feedback to improve operational procedures and support processes.

Requirements

• High school diploma or equivalent required; certificate, diploma, or degree in a technology, electronics, or IT-related field preferred.
• 2+ years of experience in customer service, technical support, operations support, or an IT-related field preferred.
• Strong troubleshooting and analytical skills.
• Experience with service desk or help desk ticketing systems such as ServiceNow.
• Knowledge of hardware and software troubleshooting.
• Familiarity with Linux operating systems preferred; Windows server installation and configuration is a plus.
• Experience with systems monitoring tools and operational dashboards.
• Knowledge base article creation and documentation experience preferred.
• Familiarity with tolling technology or intelligent transportation systems is a plus.

Skills

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and multitasking abilities.
• Inductive and deductive problem-solving mindset.
• Ability to prioritize and respond effectively during high-priority incidents.

Benefits

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

24/7/365 on-call and shift coverage required.