DirectJobHub
Jobs · Information Technology · Illinois

Support Technician I (Nights)

REMPREX, INC · Lisle, IL · 1 mo ago
On-siteInformation TechnologyFull-time

About the role

The Level I 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 I 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.

Location/Travel: This position is 100% on site at our corporate office in Lisle, IL. Travel may be required (less than 5%) to terminal locations across the North America for special projects on an as-needed basis. This role is a full-time position with non-standard work hours, including weekends and holidays.

Responsibilities

  • 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/escalate reported issues as needed in accordance with the IT Support escalation policy
  • Provide excellent customer service to REMPREX clients and internal REMPREX employees
  • Communicate in a courteous and professional manner while exercising empathetic listening
  • Troubleshoot and resolve reported hardware and software issues
  • Properly complete IT Support recordkeeping forms (GMS Trouble Tickets and Shift Updates) and reports (scorecards and TRAC time reporting)
  • Perform follow-up evaluations for resolved issues or issues that are being monitored
  • Complete preventative system maintenance to ensure peak operating performance
  • Research truck processing for clients as well as manage vendors and dispatch contractors
  • Continually build knowledgebase and seek opportunities for continuous learning

Requirements

  • Associate’s Degree
  • 3 years’ experience working in a customer service environment
  • 2+ years of experience in a help desk environment or current (CompTIA) A+ and Net+ certification
  • Experience working with a ticketing system
  • Computing Technology Industry Association (CompTIA) A+ and Net+ certification or experience
  • 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)

Similar jobs