SunWatch Technician III

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities.

About the role

We are looking for a SunWatch Technician III to monitor, troubleshoot, and support tolling systems, network infrastructure, and mission-critical operational technologies while serving as a shift lead for technical operations teams. This position is a full-time contract role and is onsite.

Schedule

Work either Sunday through Wednesday or Wednesday through Saturday, with a shift schedule of 2:00 PM – 12:30 AM.

Responsibilities

• Monitor toll system hardware, software, network devices, and remote technologies to ensure optimal system performance
• Troubleshoot network connectivity issues involving switches, firewalls, and related infrastructure
• Diagnose and resolve technical incidents through remote troubleshooting techniques
• Analyze system alerts, reports, and operational data to identify and address issues proactively
• Provide timely technical support and issue resolution to internal and external stakeholders
• Receive, manage, and document support requests through phone, email, and ticketing systems
• Track incidents through resolution and communicate status updates to customers, vendors, and management
• Escalate complex technical issues and coordinate resolution efforts when necessary
• Dispatch and coordinate field technicians responding to toll site incidents
• Provide remote guidance and support to field personnel performing on-site repairs
• Maintain service records, operational logs, technician schedules, and support documentation
• Serve as shift lead and provide direction to teams of three or more technicians
• Assist supervisors with incident investigations, root cause analysis, and operational reporting
• Train, mentor, and support junior technicians in troubleshooting methodologies and operational procedures
• Contribute to process improvements and operational efficiency initiatives

Requirements

• Associate degree in Electronics, Computer Science, Network Engineering, Information Technology, or a related field; or an equivalent combination of education and relevant technical experience
• Minimum one (1) year of professional Information Technology experience supporting technical operations, network systems, or help desk environments
• Knowledge of LAN/WAN networking concepts and remote troubleshooting methodologies
• Experience troubleshooting network equipment, including switches and related infrastructure
• Working knowledge of Microsoft Windows operating systems
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent verbal and written communication skills
• Strong customer service and stakeholder management abilities
• Ability to lead technical teams and coordinate operational activities
• CompTIA A+ certification required or ability to obtain certification within one (1) year of hire
• Expert knowledge of Sunwatch duties, tasks, and operational procedures

Preferred Qualifications

• Linux/Unix operating system experience
• Previous team lead or supervisory experience
• Experience supporting transportation, tolling, or Intelligent Transportation Systems (ITS)
• Experience with incident management and ticketing systems
• Familiarity with network monitoring tools and remote support technologies
• Experience leading technical teams in a 24/7 operational environment

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Ability to work rotating shifts, weekends, holidays, and on-call assignments as required
• Ability to respond to operational incidents in a fast-paced environment
• Primarily office-based work with coordination of remote and field technical support activities
• Sedentary work that involves sitting or remaining stationary most of the time with occasional movement to attend meetings or operational activities
• Ability to conduct repetitive tasks on a computer utilizing a keyboard, mouse, and monitor

Pay

$26 per hour. Exact compensation may vary based on several factors, including location, experience, and education.

Benefits

• Medical, dental, and vision insurance
• 401k retirement account access
• Paid sick leave and/or other paid time off as provided by applicable law