Operations Support Specialist

Quarterhill • Frisco, TX

1d

About The Position

The Operations Support Specialist provides operational and technical support for tolling technology, lane controller systems, and intelligent transportation systems products nationwide. The role works with field technicians, system administrators, IT teams, and customers to maintain system availability and customer satisfaction. Duties include monitoring system health, troubleshooting hardware and software issues, managing incidents and service level agreements through ServiceNow, coordinating escalations, and supporting installation and testing of new hardware and system components. The position participates in a 24/7/365 support rotation.

Requirements

• High school diploma or equivalent.
• Strong troubleshooting and analytical skills.
• Experience with service desk or help desk ticketing systems such as ServiceNow.
• Knowledge of hardware and software troubleshooting.
• Experience with systems monitoring tools and operational dashboards.
• 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.

Nice To Haves

• Certificate, diploma, or degree in a technology, electronics, or IT-related field.
• 2+ years of experience in customer service, technical support, operations support, or an IT-related field.
• Familiarity with Linux operating systems.
• Familiarity with Windows server installation and configuration.
• Knowledge base article creation and documentation experience.
• Familiarity with tolling technology or intelligent transportation systems.

Responsibilities

• Provide front-line technical support to internal and external customers.
• Handle customer calls, incidents, and support requests across multiple communication channels.
• Manage service level agreements through ServiceNow and communicate incident updates, outages, and resolutions to stakeholders.
• Troubleshoot hardware, software, and system issues using documented procedures and knowledge base materials; resolve issues when possible and escalate more complex issues.
• Confirm issue resolution with customers, endpoints, and automated monitoring systems.
• Monitor system hardware, software, and operational dashboards to support system availability and efficiency.
• Support lane controller systems operating on Linux and ensure proper data flow between lane controllers, Accounting systems, and Violation Enforcement systems.
• Support intelligent transportation systems equipment and tolling technologies.
• Assist with installation, testing, and validation of new hardware and software deployments.
• Support IT and operational teams during incidents and maintenance activities.
• Triage and prioritize incidents based on severity and customer impact.
• Document incidents, troubleshooting steps, and resolutions in the work management system.
• Prepare SLA and operational performance reports as needed.
• Maintain support documentation and knowledge base articles, and provide feedback to improve procedures and support processes.
• Assist with training and mentoring newer team members and share operational knowledge and best practices.
• Participate in continuous improvement efforts for support operations and documentation.
• Participate in a 24/7/365 on-call and operational support rotation, including scheduled shifts, weekends, holidays, and emergency situations as required.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED