Operations Support Specialist

Stelvio are working with a client seeking an Operations Support Specialist to provide technical and operational support for tolling technologies, lane controller systems and intelligent transportation systems across the country.

Working with field technicians, system administrators, IT teams and customers, you will help maintain system availability and deliver an effective customer support experience. The role includes monitoring, incident management, technical troubleshooting and assistance with new system deployments.

You will also participate in a 24/7/365 support rotation.

Responsibilities

In this role, you will:

• Provide front-line technical support to internal and external customers.
• Respond to customer calls, incidents and requests received through multiple communication channels.
• Manage incidents and service-level agreements through ServiceNow.
• Triage and prioritise issues according to their severity and customer impact.
• Communicate updates about incidents, outages and resolutions to relevant stakeholders.
• Troubleshoot hardware, software and system issues using documented procedures and knowledge-base resources.
• Resolve technical problems or coordinate escalations to higher-level support teams.
• Confirm that issues have been resolved with customers, endpoints and automated monitoring systems.
• Monitor system hardware, software and operational dashboards to support availability and efficiency.
• Support Linux-based lane controller systems.
• Help maintain data flows between lane controllers, accounting systems and violation enforcement systems.
• Support intelligent transportation systems equipment and tolling technologies.
• Assist with installing, testing and validating new hardware and software.
• Support IT and operational teams during incidents and scheduled maintenance.
• Document incidents, troubleshooting activity and resolutions within the work management system.
• Prepare service-level and operational performance reports when required.
• Create and maintain support documentation and knowledge-base articles.
• Recommend improvements to operational procedures, documentation and support processes.
• Help train and mentor newer team members.
• Share operational knowledge and established practices with the wider team.
• Provide scheduled, weekend, holiday and emergency support as part of the operational rotation.
• Take on other related responsibilities according to business requirements.

Qualifications

You will need:

• A high school diploma or equivalent.
• Strong troubleshooting and analytical capabilities.
• Knowledge of hardware and software troubleshooting.
• Experience using a service desk or help desk ticketing system such as ServiceNow.
• Experience working with system-monitoring tools and operational dashboards.
• Excellent written and verbal communication skills.
• Strong customer-service and interpersonal skills.
• The ability to work independently and collaboratively.
• Effective organisation and multitasking skills.
• An inductive and deductive approach to problem-solving.
• The ability to prioritise and respond calmly during high-priority incidents.
• Availability to participate in a 24/7/365 support rotation.

It would be beneficial if you have:

• A certificate, diploma or degree in technology, electronics, IT or a related subject.
• At least two years of experience in customer service, technical support, operations support or an IT-related role.
• Familiarity with Linux operating systems.
• Experience installing or configuring Windows servers.
• Experience creating knowledge-base articles and technical documentation.
• Knowledge of tolling technology or intelligent transportation systems.