Support Technician II

What You'll Do The Level II 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 II 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.

Responsibilities

• Maintain a defined list of client sites in an operational state and report on the statuses of sites, site Trouble Tickets, and challenges the site incurs
• Train Level I Support Technicians and Customer Service Representatives
• 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 or escalate reported issues as needed
• Provide excellent customer service to REMPREX clients and internal REMPREX employees
• Maintain a courteous and professional manner while communicating solutions
• Knowledgeably address all aspects of a client’s issue
• Sympathize with the client, ensuring them that the issue is important to REMPREX
• Troubleshoot and resolve reported hardware and software issues
• Properly complete IT Support recordkeeping forms such as GMS Trouble Tickets and Shift Updates
• Properly complete reports such as scorecards and TRAC time reporting
• Follow the IT Support escalation policy
• Perform follow-up evaluations for resolved issues or issues that are being monitored
• Perform preventative system maintenance to ensure peak operating performance
• Proactively review open Trouble Tickets to resolve issues quickly
• Complete proper shift change procedures
• Perform general research of truck processing for clients
• Manage vendors and dispatch contractors
• Build knowledgebase

Location & Schedule This role is based out of our corporate headquarters in Lisle, IL. and offers a hybrid work schedule. Hybrid work is only available once the new hire is fully trained and able to independently manage the on-call responsibilities. The schedule for this role is Monday-Friday 1:00 PM to 9:00 PM. There is also a required on-call rotation of one full calendar week per month. Being on-call for emergencies 24/7 for this week is required.

Training Due to the nature of this shift, it is imperative for employees to train on both day shift and night operations. As such, the training schedule will be as follows:

• 2 weeks of night shift training: 5:00pm- 5:00am (on a rotating schedule which includes one weekend).
• 2 weeks of day training (or until fully comfortable): 7:00am- 3:30pm.

What You'll Need Required:

• Associate’s Degree

• 3 years’ experience working in a customer service environment

• 2+ years of experience in a help desk environment and/or current (CompTIA) A+ and Net+ certification

• 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)

• Working knowledge of the following Microsoft® Windows® platforms:

• Server 2003

• Server 2008

• Server 2012

• Windows XP

• Windows 7

• Basic comprehension of the following Microsoft® Windows® services:

• Active Directory

• Internet Information Services (IIS)

• SQL Server®

• Domain Name Server (DNS)

• Security Components

• Experience with Microsoft® Office® Suite

• Strong communication skills, both written and verbal

• Ability to work as part of a team

• Ability to work under pressure in a fast-paced environment

• Valid Driver’s License with a clean Motor Vehicle Record (MVR)

• Ability to pass and maintain certifications or proficiencies in the following areas:

• eRAILSAFE Certification

• Permanent Employee Registration Card (PERC), applies to Illinois (IL) only

• EMPREX and Client Safety Rules and Regulations

Preferred:

• Basic understanding of Linux® and Cisco®